Issues can be copied or moved between Workspaces.
In a multi-Workspace environment, this enables you to escalate Issues
between Workspaces. For example, you could have two Workspaces: Help
Desk and Development. If an Issue in the Service Desk Workspace must
be passed to the Development team, the service desk agent can copy the Issue
to the Development Workspace, assigning it to one or more developers.
Copy an Issue to Another Workspace
To copy an Issue
between Workspaces:
Access the Details
page of the Issue.
Click Copy/Move.
A different
toolbar is displayed.
Select
Cross-Workspace Copy.
A new page
is displayed.
Select a destination
Workspace from the list. The list contains all active Workspaces.
As an optional feature,
to link the Issues, click in the box next to Create
Dynamic Link between new and original Issues.
Click GO. The
Copy
Issue to Another Workspace page is displayed.
Select the Agent
to whom you wish to assign the Issue in the new Workspace. You
can also CC:
yourself.
Click
GO. A
new page is displayed.
Workspace fields
in the current Workspace that do not match the fields in the destination
Workspace are displayed. To append the data from those fields to the
description, click the Append
radio button. To
ignore the data, choose Discard.
Field data in the original Issue is not affected.
Click GO to complete the
cross-Workspace copy.
Issues that are linked across Workspaces via a manual copy
or a cross-workspace escalation update the other when one is updated. When
the new Issue is updated, common fields in the originating Issue, like
Description, Title, Priority, etc., are also updated. The
same changes are made to the new Issue when the originating Issue is updated.
The rules
for this workflow are customizable by the Workspace Administrator in each
Workspace under Issue Workflow.
Move an Issue to Another Workspace
On the FootPrints
Homepage, click the number of the Issue to access the Details
page of that Issue.
On the Details
page, click Copy/Move.
To move
the Issue to the destination Workspace and close the Issue in the current
workspace, choose Move to Another Workspace. A
new page is displayed.
Select a destination
Workspace from the list. The list contains all active Workspaces.
Click GO. The
Move
Issue to Another Workspace page is displayed.
A list of Workspaces
members for the destination Workspace is displayed. Select one or
more assignees by highlighting the names and pressing the CTRL
key, then click GO. The users selected are
assigned to the Issue in the new Workspace. The assignees of the Issue
in the originating workspace are not affected. You can also choose to be
copied via email on changes to the new Issue.
Click
GO. A
new page is displayed.
Any Workspace fields
in the current Workspace that do not match the fields in the destination
Workspace are displayed. To append the data from those fields to the
description, click the Append
radio button. To
ignore the data, choose Discard.
Click
GO. The
move is completed.
NOTE
CCs that have been set up for email notification are lost
when an Issue is copied or move across workspaces.