Forward work items to other projects
You can forward work to Jira projects when you need help from another team. For example, a customer support agent might need help with a technical request, so they forward the work item to a development team’s project for a developer to take a look.
When you forward a work item, a view of it – including comments, attachments, and history – appear in an inbox in the project it was forwarded to. People in this project can then create a new work item with the same details, or link it to an existing one in their project.
To forward a work item, simply select Forward while viewing it, then select the project you want to forward it to.
Enable work item forwarding
The forward work feature is enabled in all Customer Service Management projects by default. If it has been turned off and you want to enable it again:
Next to your project’s name in the sidebar, select More actions (), then Project settings.
Select Features.
Turn the toggle on next to Forward work.
Add inboxes to Jira projects
To enable Jira projects to receive forwarded work items, they need to have an inbox. To add an inbox in a Jira project:
Select the plus icon (+) in the project navigation.
Select Inbox, then select Add to navigation.
Add Jira users as collaborators
To give Jira users access to forwarded work items, grant them the Collaborator role in your Customer Service Management project.
Next to your project in the sidebar, select More actions (), then Project settings.
Select Access, then People and access.
Select Add people.
Under Names or emails, enter the name or email address of the person you want to add.
Select Collaborator.
Select Add.
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