Why does Request Type Change require a "bulk migration"?

[Amy Jo Zoerner]

I'm wanting our team to update the request type of all incoming email requests to a more descriptive type as fast as possible as they're received. However, it seems that every task I attempt to change from an Email Request to a different request type is required to go through the "Bulk Migration" steps to change request types. Am I missing something? How can I get around this time-consuming step?

[Hazwan Ariffin]

That's most likely because the request type is not applicable to the issue type that is linked to the other request type. If you turn on the old view, you can see this message when hovering to the other request type:

The solution is to use the move operation Or if you'd like to be able to change the request type directly from the issue, the other request type would need to be associated to the same issue type.

[Amy Jo Zoerner]

Hi @Hazwan Ariffin

Thanks for your response! I'm actually working in a next-gen project, so I don't believe I have the option to turn on the old view, or even categorize my request types into issue types. 

[Hazwan Ariffin]

Ah alright. The problem and the solution is the same. When a target request type is not associated with the same issue type that is associated with the current request type, you wouldn't be able to directly change it through the issue. You'd need to use the move operation. Otherwise, you can configure the request type to be associated with the same issue type

Hope that helps!

[Amy Jo Zoerner]

I guess the piece i'm confused about is how to associate a request type with an issue type in a next-gen project. I probably should have also noted that I'm working on the  Service Desk platform. With a next-gen service desk project, I don't see the option to create issue types and associate them with my request types. Am I just missing it or is this not available?

Thanks for being so patient with my questions; I'm learning as I go!