How do I get an issue type to use a new workflow once it's been changed?

Question

My company has one service desk that is used for all kinds of requests from custom reports to ordering computers to fixing bugs.  The requests all come from email into one issue type, IT HELP.  We then want to change the issue type based on the request (this is mostly have to be done manually).

It doesn't seem like I can change the issue type once created, is that correct?

I tried automation and it gave me the option to change the customer request type but then it didn't update to the workflow for that type.

Does anyone have a service desk set up this way and can provide some guidance?  Thanks.

Kirsten Hansen · Answer

Thank you

Ismael Jimoh · Answer

Hi @Kirsten Hansen

You can change the issue using the Move issue option. This is used especially when the issue types are using different workflows.

Do remember to change the issue types as well later.

* Click ....
* Select Move.(If you are using bulk edit, search for the issues and select Move Issues as your option.)
* Change the issue type to the one you want to use.

Cheers.