Forward work items to other spaces

You can forward work to Jira spaces 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 space 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 space it was forwarded to. People in the receiving space can then accept or decline taking action on it.

To forward a work item, simply select Forward while viewing it, then select the space you want to forward it to.

Enable work item forwarding

The forward work feature is enabled in all Customer Service Management spaces by default. If it has been turned off and you want to enable it again:

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

2. Select Features.

3. Turn the toggle on next to Forward work.

Add inboxes to Jira spaces

To enable Jira spaces to receive forwarded work items, they need to have an inbox. To add an inbox in a Jira space:

1. Select the plus icon (+) in the space navigation.

2. 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 space.

1. Next to your space in the sidebar, select More actions (), then Space settings.

2. Select Access, then People and access.

3. Select Add people.

4. Under Names or emails, enter the name or email address of the person you want to add.

5. Select Collaborator.

6. Select Add.

Required permissions

Browse Project and Add Comments permissions are required to allow users to take action on forwarded work items.

They are granted to all Customer Service Management roles by default, including the Collaborator role.

If they have been removed and you wish to restore them:

1. Next to your space in the sidebar, select More actions (⋯), then Space settings.

2. Select Access, then select Space Permissions.

3. Select Actions, then select Edit Permissions.

4. Under Project Permissions, find Browse Projects and select Update.

   1. Select Space Role, then choose the role you wish to grant the permission to and select Update.

5. Under Comments Permissions, locate Add Comments and select Update

   1. Select Space Role, then choose the role you wish to grant the permission to and select Update.

Managing forwarded work items

Work items forwarded to a Jira space can be viewed under the Inbox tab.

Triage forwarded work items

You can choose to either accept or decline actioning forwarded work items.

To accept a work item:

1. Next to the work item you wish to accept, select Accept (✓).

2. Choose an action:

   1. Link to an existing work item(s)

      1. Select Link work item.

      2. Select a link type.

      3. Select which work item(s) to link to.

      4. Select Link.

   2. Create a new work item

      1. Select Create work item.

      2. Fill in the work item details. By default the summary is copied over and the work item is linked to the forwarded work item.

      3. Select Create.

An acceptance comment will be left on the forwarded work item and it will now appear under the Accepted filter. Once the newly linked work item is moved to Done, the forwarded work item will be removed from the inbox.

To decline a work item:

1. Next to the work item you wish to decline, select Decline (✕).

2. Enter a reason for declining the work item.

3. Select Decline.

A comment with the decline reason will be left on the forwarded work item and it will be removed from the inbox.

Filter forwarded work items

You can filter forwarded work items to manage your workflow effectively. By default, the inbox only displays open work items.

• Open work items: These are work items that have not yet been triaged — either accepted or declined. They remain visible in the inbox until a decision is made.

• Accepted work items: Once a work item is accepted, it remains in the inbox until the linked work items in the Jira project are marked as Done. This allows you to track progress until completion.