Moving request type

[Michael Chien]

Hi all,

Question, I'm setting up a new service desk, and have enabled allowing creating request through email.  

When creating "request needing approval" through the web interface, everything looks right and approval process works fine.  But when a request is done through the email, the ticket is automatically created with the Type: Service Request, and Status: Waiting For Support. 

If I were to "move" the request, I can change the Type to Service Request with Approval.. however, the Status still says Waiting for Support instead of Waiting for Approval (which bypass the approval part)

How can I change the request to "Service Request with Approval", select the Approver so they get a notification for needing their approval, and go from there?

Thanks

Michael

[Angélica Luz · Accepted solution]

Hello Michael,

Thank you for getting in touch with Atlassian Community!
If you need that tickets opened by email also be set as "Service Request with Approvals", you must change the request type on "Email requests".
Firstly, you need to make sure that only summary and description are required, all other fields must be optional. Also, customers won't be able to choose the approver. Then, go to Project settings > Email requests and edit the request type for the email.

When moving a ticket to another issue type, if the current status does not exist on the "Service Request with Approvals", you will have the option to change the status to "Waiting for approval", that's why the status is not changed, because the status "Waiting for Support" exists on both issue types.

We have a feature request suggesting the ability to change the default value for the status when moving tickets:
- https://jira.atlassian.com/browse/JRACLOUD-59346
Please, click on vote and watch to receive updates about the feature.

As a workaround, you can change the request type of tickets opened through email as mentioned on the first lines of this answer or change the status of the workflow for Service Request with Approvals and use another status instead of "Waiting for support".

Regards,
Angélica