Staying on Standard Plan

[Mariusz Mika]

Hi Team,

I have a question about Change request work type. I know that this will be removed from Standard plan on Nov 15th and the thing is that we will not to upgrade to Premium Plan. What would be the best approach to still use the workflow for Change requests and not to lose any requests opened/closed until now? 

[John Funk]

Hi Mariusz, 

The changeover should not affect Work Types that currently exist - in other words they would not be deleted. They are just work types that anyone can create with that name. My suspicion is that the templates and built-in workflows for that functionality will not be available for new projects created after the changeover, but it should not delete what you have. 

[Susan Waldrip]

Hi @Mariusz Mika , I contacted Atlassian Support a while back about this, and @John Funk is correct that your work types will not be affected. In their explanation of this change, Atlassian says:

...existing request types, work types, and workflows for changes will not be deleted; instead, the associated request types will become unassigned and the work items will move into the “All Queues” section of the project navigation. While the change management workflow features are no longer accessible in the Standard plan, the underlying data and requests remain available for reference."

You can get more clarification and info at this page, I'm on Standard Plan as well and it was helpful for me when we renewed and lost these features: https://support.atlassian.com/jira-service-management-cloud/docs/create-and-reschedule-change-requests-in-the-change-calendar/ . Good luck!

[Mariusz Mika]

@Susan Waldrip Thank you for your response and as I understand you correctly, the existing form for Change request available in the portal for customer stays the same? Once the customer raise a Change request this will follow the same workflow, and this case will be put in All Queues? Where is this "All Queues" located? I have removed this Change management feature from my TEST project and I do not see all these CR's in any queue. The only change I see is that this request type went to Unassigned request types

My main concern is, what do I need to do in order to have clear visibility to all existing cases and these raise in the future? Do you have any screenshot presenting when they are going to be located after Change management feature removal?

[Susan Waldrip]

Hi @Mariusz Mika , I re-read your original question and wanted to make sure you know that the "Change" Work TYPE isn't going away, only the "Change" Work CATEGORY. That's why the requests that were in your "Change" Work Category were moved to the "Unassigned" Work Category. 

To move the existing requests out of the "Unassigned" Work Category, you need to assign the "Create a Change Request" Request Type to a different Work Category, such as "Service requests" (that's where I keep my "Change" Work Type requests). 

The easiest way to do this is:

1. Space (Project) settings > Request management > Request types > Service requests.

2. Click the Assign request type button (upper right of the screen).

3. Check the "Create a Change Request" Request Type checkbox and click Continue. You'll see the Work Type for this Request Type change to "[System] Service request".

4. Click Confirm. Note that this action will add fields to your screens that you may not want, so you'll have to remove them from your Field Configuration Scheme and/or Work Item Screen Scheme screens (Create, Edit, and/or Edit/View).

You should get a fly-in message saying "Your request types have been assigned. You'll find them in the Service requests section of the request types page."

The "Create a Change Request" Request Type should now be assigned to the "Service request" Work Category, and all the work items (requests) that Atlassian moved to the "Unassigned" Work Category should now be under the "Service request" Work Category and available in the queues.

Let us know if that works!

[Mariusz Mika]

@Susan Waldrip Thanks a lot for your detailed explanation. I have followed your guide, but in your case you have work type Service request and I have still Change request

How should I change it? and can I still use the same worflow for Change request while moving this into Service request?

[John Funk]

What is it that you are wanting to change? Did you assign it to a new/different Category? 

[Mariusz Mika]

@John Funk I am trying to assign Change request to Service request category per Susan's guide. As you can see on the previous screenshot it is under Service request, but still with Change work type. How to reassign it in order to have it in the queue os Service requests? And is it possible to reassign it under Service Request and still keep the workflow I use for Change request?

[Susan Waldrip]

@Mariusz Mika , based on your latest screenshot, did you try clicking on the Actions ... button for your "Create a Change Request" Request Type? Below, I've clicked the Actions... button for my "Report a bug" Request Type, but your R-Type would be "Create a Change Request".

And again, if so and you click the "Change work category" option, does the pop-up screen allow you to select "Service Requests" like the screen below? (The Continue button would be blue/active, in your case)?

OR is the problem that you don't have a Work Category called "Service requests"?

If that's the case, would you please

1. Go to Project settings > Features, scroll down to the Work categories section, and make sure "Service request management" is turned ON.

2. Post a screenshot of your Project settings > Request management menu tree, like the left side of the image above. That may help us understand the problem better.

[Mariusz Mika]

@Susan Waldrip Service management feature is on

And when I try to Change work category from Change request to Service request, the continue button is greyed out:

[Susan Waldrip]

Okay, that means your Request Type is already associated with the "Service Requests" Work Category so that part is okay.

I went back and read your last post to @John Funk  and you actually want to ALSO change the Work TYPE from "[System] Change" to "[System] Service request", is that correct?

FYI, you don't have to change the "[System] Change" Work Type if you don't want to because it's not going away in Standard. But if you do, post back and we can tell you how to do that!

[Susan Waldrip]

Here's an Atlassian Support page that walks you thru how to change the workflow and/or Work Type of a Request Type. You should read thru the entire page before starting work on it because there are some notes about things you may encounter during this process and you can be better prepared:

https://support.atlassian.com/jira-service-management-cloud/docs/replace-the-workflow-of-a-request-type/