Hi,
I have a project with two request types: one for connection issues and another for testing. A connection issue is classified as an incident, while testing is classified as a problem. I've created a custom field to track when a request moves from one type to another—for example, when an incident turns out to be a problem, and the field needs to be updated accordingly.
How can I make this amendment? It would be easier if the request moved between projects, but since it's a change in request type within the same project, tracking it is more challenging.
Do you have any suggestions?
Thanks,
Rajan
Hi @Rajan Dangol ,
Custom Field Setup: You've already created a custom field to track the transition. Ensure it is of a type that can hold values like "Incident" and "Problem" (e.g., a single-select or text field).
Update the Workflow: Make sure the workflows for both request types (Incident and Problem) have clear transitions. For example, when an Incident is reclassified as a Problem, there should be a logical state transition (e.g., "Reclassified").
Automation Rule to Track Request Type Changes:
Field value changed
for the "Request Type" field.History Tracking:
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