Is there an easy way to change ticket request type entirelly (with form)?

[Calvin]

I have some users that struggle a bit on this. Basically a customer goes to the portal they set a certain request type with form questions (big form with many values saved into fields).

Gets to the agent and the agent sees that the form is incorrect so they want to change the request type but they don't realise it doesn't auto add the form nor does it remove the old data.

Has others come to this issue, how have you gone about it? Is training the only way?

In particular struggling with users who have trouble seeing that the form is separate to the request type and apparently they've worked on systems where this isn't the case.

Cheers

[Marc -Devoteam-]

HI @Calvin 

I would look first at the process, why do customers choose the wrong request on the portal, asre the requests not clear.

Also check and see if field on the request type can't also be added to the form, this to keep information, more centralised.