IN THIS ARTICLE


Applicable only for accounts in which workspaces have been enabled.


Overview

Agents have the ability to move tickets, problems, changes, or releases between workspaces and assign them to a different workspace, agent group, and agent. You can do this in the following ways:

  • Move items - single or multiple (in bulk)

    • From list view

    • From the detailed view

  • Move items through Global Workflow Automator


Move items

⚠️ When items are moved across workspaces, values from workspace-specific custom fields are not transferred and will be permanently lost. Only values in global fields are retained.


Move items from the list view

Perform the following steps to move item(s) such as tickets, problems, changes, or releases from the item list view:

  1. Select the item(s) you want to move using the checkboxes. You can move anywhere from a single item to a maximum of 100 at a time.

  2. After selecting the required items, click Move.

  3. In the panel that appears, choose the target workspace, and optionally select the group and agent.

  4. Click Move to complete the action.

Move items from the item details view

Perform the following steps to move items (tickets, problems, changes, or releases) from the details view:

  1. Open the detailed view of the desired item.

  2. Click the More options icon (three dots) in the upper-right corner.

  3. Select Move from the drop-down menu.

  4. Provide the target workspace, and optionally select the group and agent. 
    Note: If an agent group is selected, the agent dropdown will show only agents from that group. If no group is selected, all agents in the target workspace will be listed.

  5. Click Move to complete the action.

⚠️ On Pro and Enterprise plans, tickets moved to an IT-type workspace cannot be assigned to business agents within that workspace.



Move items through Workflow Automator (Global Settings)

You can also move an item (ticket, problem, change, or release) between workspaces using the Assign to Workspace action in Global Settings > Automation & Productivity > Workflow Automator.

To learn more about configuring workflows to move tickets, see How to work with workflow automator.


Read this article to understand the impact of moving tickets from one workspace to another.


Manage move permissions (Role-based control)

You can control the Move privilege for agents at the role level across the Ticket, Problem, Change, and Release modules. To do this, either create a new role with the Move permission or edit an existing role to include it. 

To learn how to create a new role, see Creating a new custom role and its significance in Freshservice.


After setting up the role with the required permissions, assign it to the relevant agents.

Understanding Move Permission Behavior

  • Default behavior on release – When the feature is first released, any role that already has the Edit permission for Ticket, Problem, Change, or Release will automatically have the Move permission enabled.

  • When switching to single workspace mode –

    • If your account switches from multi-workspace to single workspace mode, all Move permissions will be removed from existing roles.

    • If you switch back to multi-workspace mode (by adding workspaces), roles with Edit permissions for the above modules will once again have Move enabled by default.

  • When switching between Employee Support and MSP modes – 

    • If your account switches from Employee Support mode to MSP mode and back, it will temporarily revert to single workspace mode. In this state, Move permissions will be removed.

    • Upon returning to a multi-workspace setup, any role with Edit permissions will automatically have Move enabled.

Manage move button visibility through Business rules (Account-level setting – Tickets only)

Note: The Move action can be controlled through global business rules only for tickets, and only when the rule is configured for the Agent on Edit form combination.

Step-by-step process

Perform the following steps to configure Move privileges using business rules for tickets:

  1. In Global Settings, go to Business Rules.

  2. In the left panel, select Tickets, then click Create New Rule and choose Ticket from the options.

  3. On the rule creation screen, fill in the following details:

    • Name – Enter a descriptive name for the rule.

    • Applies to – Select Agents.

    • Executes on – Select Edit form. This is because the Move action is applicable only on the Edit form.

    • Conditions – Use the Conditions section to define the criteria a ticket must meet for the rule to apply. For example, you can disable the Move button only for tickets with High priority or users with the “Agent” role.

      • Use the radio buttons to specify whether all conditions must be met (AND) or if meeting any one condition is sufficient (OR).

    • Actions – Use the text box to configure the desired action (enable or disable) for the Move button.


  4. After configuring the rule, click Save and Activate to apply it. For example, if the condition is set to High priority tickets and the action is to disable the Move button, then the Move button will be disabled only on tickets with High priority.

Error handling in bulk item movement

During a bulk move of Tickets, Problems, Changes, or Releases, any items that fail to move due to missing roles/permissions or business rule violations will be listed as shown in the image below.

If a ticket fails due to both reasons, it will initially appear under the Role Violation section. Once the role issue is resolved, if the business rule issue still exists, the ticket will then appear under the Business Rule Violation section.

FAQs on cross-workspace item movement

Q1 - Why is the Move button disabled in the PCR modules (Problem, Change, and Release), even though I have enabled Move privileges in the workspace?

The PCR module, which includes Problem, Change, and Release, is available only in IT-type workspaces. The Move button in PCR modules is shown only if:

  • The agent has permission to create PCR in both source and target workspaces.

  • The agent has Move permission in the source workspace.

Q2. I have assigned the Move privilege to an agent, but the Move button is disabled. Why?

Business rules, specifically for tickets, can further control the visibility of the Move button. If a business rule is configured to disable the Move button based on certain conditions (for example, priority or ticket status), it will override the user-level Move privilege.

Q3. Can I control the visibility of the Move button for PCR modules using business rules?

No. Business rules can control the Move button visibility only for tickets. PCR modules (Problem, Change, and Release) do not support this configuration through business rules.

Q4. How many items can I move at once using the bulk move option?

Using the bulk move option from the list view, you can move up to 100 items (tickets, problems, changes, or releases) at a time.