A Ticket, Problem, Change, or Release can be moved from one workspace to another workspace. Here is an article that describes three ways of moving these items.

Moving a ticket will have the following impacts:

  • Impact on ID: It will only change the ticket's prefix and not the ticket's ID

  • Impact on Prefix: The ticket will convert into the ticket type set in the new workspace. A ticket passed from a Business workspace to an IT workspace will convert to a Service Request and not an Incident.

  • Impact on associations: Any associations not supported by business workspace ticket types (Case/Query/Issue/Request) will be de-linked once a ticket has been moved from an IT workspace to a Business workspace. This is because IT ticket types support additional associations with advanced modules such as problem, change, alert and on-call management which are not present in business workspaces. The associations are preserved when the ticket moves from a business workspace to an IT workspace. 

  • Impact on ticket properties: Values present in custom fields of the old workspace will be removed. If the values need to be preserved, the fields should be created as global custom fields.