Best practice for changing request type after creation

[Jana Gordes]

Hi guys,

consider an issue that is initially created as a service request. However, it then turns out that it is actually an Incident. The issue should therefore be processed as an incident from this point on. This could also be the case for incoming request via email, which would be created as a service request in the first step.

What is the best way to change the request type? Via the "Move" function or via "Link Issue" - or is there another process? And what are the pros and cons of the options?

Thanks for your help

Jana

[Mikael Sandberg]

Hi @Jana Gordes,

Welcome to Atlassian Community!

The way we do it is to either click on the icon for the issue type or using the move option. Both will open up the move action. And if you have set a default request type the move is simple, but if you do not have a default request type for each issue type, you will have to remember to also set the request type after the move is done.