Incorrect Workflow Assigned to Ticket Type – Unable to Modify

[laszlo.szendy]

Hi Support Team,

We’ve encountered an issue in our Jira Service Desk configuration. At some point, an incorrect workflow was assigned to one of our ticket types – Account removal. Unfortunately, this ticket type is currently using the Incident Management workflow, which is not appropriate for its purpose.

Now, since this workflow is shared across multiple projects and ticket types, Jira does not allow us to modify it directly or reassign a different workflow to the Account removal ticket type without affecting other areas.

Could you please assist us in either:

• Detaching the Account removal ticket type from the current workflow, or
• Cloning the existing workflow so we can customize it independently for this ticket type.

Let me know if you need any additional information.

Thanks in advance for your help!

Best regards,
Laszlo Szendy
Senior ICT Engineer

[Valerie Knapp]

Hi @laszlo.szendy , welcome to the Atlassian Community and thanks for your post.

What workflow should the Account removal request type have? Did it ever have a correct one?

What may have happened is that when someone changed it to have the incorrect workflow, that it may have moved to the inactive workflows tab

If the correct workflow still exists, you would need to reconfigure the workflow scheme for the project to associate the Account removal type with its workflow.

It doesn't sound like you need to modify the Incident management workflow.

Please can you have a look in the Inactive workflows and see if you can find the correct workflow for the Account removal?

If you need more help, please let us know.

Cheers