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Thank you for the detailed report, and sorry for the friction this has caused.
You've described the mechanism correctly. When an issue is moved from one Jira project to another, Jira reassigns it a new key. Targetprocess receives a webhook and recognizes that as a new entity, so customers who disabled delete operation sync might end up with a duplicate: one item under the "old" key and one under the "new" key. An additional webhook to move the "old" key item to some final state is a sensible way to clean that up, but we agree it's a workaround, not a fix, and shouldn't be something customers have to maintain themselves.
Jira key was chosen over the numeric Jira Issue ID because it survives cross-instance migrations (the destination Jira can reassign a new ID to the same issue, but usually keeps the key) and it's human-readable, so it shows up directly in logs, URLs, and support conversations for easy troubleshooting. The trade-off is intra-instance project moves, which do change the key, that's the gap we're seeing here.
What we think is needed is to support ‘Move to Project’ and a more flexible, customizable delete synchronization: the ability to configure what happens on the Targetprocess side when Jira effectively "retires" an entity through a move (or any other trigger), rather than always leaving it behind as an orphaned duplicate. That would let us close out the "old" key entity automatically and correctly, without a separate webhook and manual status mapping.
I want to be upfront about timing rather than leave this open-ended: this capability is not on our 2026 roadmap, and we can't commit it to 2027 either at this point. It's a problem we recognize and haven't ruled out solving, but it isn't currently one of our near-term priorities, so we don't want to give you a date we can't stand behind.
In the meantime, the addition webhook approach remains the recommended path.
We'll keep this idea open and revisit it as we scope future roadmap cycles. If priorities shift, we'll post an update here.
Thank you again for documenting this so clearly, it helps us make the case internally.