Why this matters for ITSM teams
ITSM is a discipline of clean handoffs between queues. Incident to problem. Request to fulfillment. Initial change to CAB to implementation. Each handoff has to preserve the ticket’s context - comments, attachments, customer impact, SLA timers, approval chains - because the downstream team needs that context to do its work, and the audit trail depends on the linkage.
Native Jira’s move flow is built for occasional, careful moves. ITIL teams need moves every day, in volume, with consistent field mappings and ITIL-aware behavior. The native flow’s wizard overhead, fragile field mappings, and lossy context preservation make it the wrong tool at scale.
Move It is the right tool. Manual moves are single-click. Bulk moves handle queue restructures. Rules catch the predictable routing. Field mappings are templated and reusable. ITIL context - comments, attachments, watchers, SLA timers - travels with the ticket. The downstream team gets a clean handoff every time, and the audit trail records every move.
Where this fits in the ITSM workflow
- Incident management - major-incident routing, incident-to-problem promotion, and reassignment between fulfillment teams - all single-click or rule-based.
- Change management - change tickets flow through the requestor-CAB-implementation pipeline with approval comments intact.
- Request fulfillment - service requests route to the right fulfillment queue automatically, with SLA timers preserved where the destination supports them.
What “good” looks like
Good is the ITSM team that doesn’t lose context on a single handoff, and an audit trail that records every move with attribution. Move It exists so ITIL processes run at queue speed without sacrificing the context and audit fidelity those processes depend on.
What itsm teams are dealing with today
- Promoting an incident to a problem in native Jira loses comment context and forces re-creation of the relationship.
- Routing a service request from one fulfillment team to another is a multi-screen exercise in native Jira.
- Change-management routing - from initial logging to CAB to implementation queue - is fragile across multiple project schemas.
- Bulk reassignment when a team restructures (e.g. a queue splits) is painful and error-prone in native Jira.
- Field mappings between ITIL projects (e.g. incident impact -> problem severity) don't auto-translate.
- Automation rules in native Jira can move issues but ITIL teams need consistent, auditable behavior that's hard to maintain in raw rule definitions.
How Move It helps itsm teams
Incident-to-problem promotion
Promote a recurring incident to a problem ticket in one action, preserving the comment trail and creating the incident-problem relationship automatically.
Change-management routing
Move change tickets through the CAB-to-implementation pipeline with field mappings preserved. The change ticket arrives in implementation with the CAB approval comments intact.
Bulk reassignment
When a fulfillment team restructures, bulk-move the open queue to the new project with field mappings and SLA timers preserved.
Rule-based ITIL routing
Define rules like 'when impact = high, move to major-incident queue' or 'when service = HR, route to HR fulfillment.' Rules are project-scoped and auditable.
ITIL context preservation
Comments, attachments, watchers, links, custom fields and SLA context travel with the ticket. The destination team picks up the issue with full ITIL context.
Use cases
- Major incident routing. Service-desk agent flags an incident as major. Move It's rule routes the ticket to the major-incident project, preserving comments and customer impact data; problem-management gets the full context immediately.
- Incident-to-problem promotion. Third recurrence of the same outage. Service-desk promotes the latest incident to a problem ticket; Move It carries the comment trail and creates the incident-problem link.
- Change-management pipeline. Initial change request moves from the requestor queue, to CAB review, to implementation. Each move preserves the approval comments and field state, giving downstream teams full context.
- Fulfillment-queue split. HR fulfillment splits from general fulfillment. Move It bulk-moves the HR-flagged open queue to the new project with SLA timers and field mappings preserved.
Common questions from itsm teams
How does Move It support ITIL incident-to-problem promotion?
Move It promotes an incident to a problem ticket with the comment trail, attachments, and watchers preserved, and creates the incident-problem relationship in the destination project. The customer-impact and root-cause-investigation context that the original incident accumulated doesn't get lost in a copy-paste exercise - which is the most common failure mode of native Jira incident-to-problem promotion.
Will Move It preserve SLA timers during a move?
Move It respects Jira Service Management's SLA model. Where the destination project has compatible SLA configuration, timers continue from the source state. Where the destination has its own SLA setup, timers are reset to match the destination's policy. The behavior is configurable per move rule, so ITSM teams can match their SLA reporting expectations.
Can we use Move It for change-management routing?
Yes. Change tickets typically move from a requestor queue, through CAB review, to implementation - sometimes across different projects. Move It handles each step with field mappings and approval-comment preservation. The implementation team picks up a change ticket with the CAB approval and risk-review comments intact, supporting both the workflow and the audit trail.
How does Move It compare with Jira's built-in automation?
Native Jira automation can move issues, but it's a generic rule engine and the move action is one of many actions. Move It is a purpose-built move tool with project-scoped configuration, field-mapping templates, and ITIL-aware behavior. ITSM teams typically use Move It for the moves themselves and native automation for the surrounding orchestration - the two complement rather than replace each other.
Try Move It for your team
Move It works for itsm teams on Jira Cloud and Data Center. Install from the Atlassian Marketplace, or read the main Move It page for the full feature list.
Try Move It on the Atlassian Marketplace ↗ See the full Move It overview →
Also built for
Move It solves a different problem for each team: