TRIAGE BUTTON

[Rita Martins Charles]

Hi all,
Quick question about the Triage button in the top‑right side of JSM.
We’re seeing some limitations when trying to assign a specific ticket type to a single user: when we use “Update 1 work item”, it shows as successful, but nothing actually changes on the ticket.
Could you confirm whether this feature is still in a testing/beta phase, or if there’s any known limitation we should be aware of? Thank you!

[Haripriya]

Hi @Rita Martins Charles

Thank you for reaching out to our amazing community. The Triage usually works, unless another rule or validation blocks the update. I would recommend raising a ticket with us at Contact Support  to have this checked for your site. 

Thanks and Regards, 
Haripriya 

[John Funk]

Hi Rita - Welcome to the Atlassian Community!

Can you provide some screenshots so we have more context? 

Also, have you reviewed this guidance? https://support.atlassian.com/jira-service-management-cloud/docs/update-the-request-types-of-issues-using-atlassian-intelligence/

[Rita Martins Charles]

Hi John,

Thank you for your help! Evidence as requested: