How to edit request type: unlock this field?

[Amandine Darroux]

Hi,

When a customer create a request, this request will be qualify in one of the categories available on the portal.
However, if the customer didn't qualify correctly its request, the support team on JIRA is not able to change it.

It seems to be like this because the field is locked: 

I really need to edit this field to be able to assign the proper workflow for the customer issue.

Could someone help me please?

Thank you in advance for your help.

[Angélica Luz · Accepted solution]

Hello @Amandine Darroux,

Welcome to the Atlassian Community!

Request types in Service Management are linked to Issue types.

Using your use case as an example, the Integration and Suggest a new feature request types are linked to the issue type New Feature, so you can only change between those two Request types.

In order to qualify the ticket as a bug, you will need to first change the Issue type and then you will be able to select the Request type Report a bug.

Go to the ticket and click to change the issue type and select Bug:

 

Then, follow the steps from the screens, and after the ticket is moved, you can modify the Request type.

Hope this helps!

If you have any other questions regarding this matter, please let us know.

​​​​Kind regards,
Angélica

[Amandine Darroux]

Thank you so much! It was exactly that :)

[Nic Brough -Adaptavist-]

Welcome to the community!

I think this is the wrong question to be asking.  

• A locked field does not stop you changing the workflow.  Or anything else, other than the locked field's configuration.  
• Locked fields are locked to prevent us mis-configuring them.  Whatever you think you want to do to the field, it's  not right
• You cannot unlock fields on Cloud.  

Could you explain a bit more about what you are trying to do?

[Mohamed Benziane]

Hi,

Welcome to the community

You can change the request type in the right panel under the reporter field. Did you try ?

[Amandine Darroux]

Hello Mohamed,

Thank you for your answer.

The problem is that I can only change the request type to an another one linked to the same issue type.

This is the list of request type linked to an issue type:

Example to edit request type: I cannot for example qualify the ticket as a bug

Do you have a solution for this?

Thank you for your help :)

Best regards.