Forward work items to other projects

Forwarding work items to other projects helps keep work organized and makes sure the right team is handling each request. For example:

  • a customer support agent might need to forward a technical request to an engineering project

  • a request needs to move from a general support project to a specialized team’s project, such as Billing

To forward a work item, simply go to the work item and select Forward, then select the project you want to forward it to.

When you forward a work item, all its details – including comments, attachments, and history – move to the new project. Subtasks are also moved with the parent work item.

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:

  1. Next to your project’s name in the sidebar, select More actions (), then Project settings.

  2. Select Features.

  3. Turn the toggle on next to Forward work.

Once enabled, agents can forward work items to other projects as needed.

Project permissions

To forward work items, you need the following permissions in both the source and target projects:

  • Move work items permission

  • Create work items permission

If you do not have these permissions, contact your Jira admin to update your access.

When forwarding a work item, you may need to update its work type, status, or required custom fields if these do not exist in the target project. The system will prompt you to make any necessary changes during the move.

Still need help?

The Atlassian Community is here for you.