Ticket opened via email

[Ankit Sharma]

hello, we have received the ticket via email; how can we change the issue type to incident since its an issue

[Kai Becker]

Hi @Ankit Sharma ,

welcome to the community. There should be two ways to switch the issue type:

1. Click on the icon of the issue type and select a different one

2. Hit . Key and select move --> this opens a new dialog and you can select a different issue type

one hint: When switching the issue type, make sure to set the corresponding request type, so the customer can view the request in the portal.

[Joseph Chung Yin]

@Ankit Sharma -

Welcome to the community.  As mentioned by Kai, the key is the Request Type association to the issue type.  Note the out of the box request type form is "Email request", and the reason of this request type setup is for your team to easily identify requests created via email.

IMPORTANT - You will need to setup the form to your issue type first, then you can setup the configuration change via Project settings >> Email UI

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.