How can I change Customer Request Type??

Question

Customer raised a request with a wrong Customer Request Type(he chose "issue" while it should be a "request"), and we would like to change it for him instead of creating a new call again.

Since they are different issue types("Issue" is incident and "request" is task in our JIRA SD) , we found out that we have to move to the right issue type first. It successfully shows the value for us to choose. But then I still can't save the change for the field of Customer Request Type, as the screenshot below.

Can somebody tell me what I have done wrong or what else I should change?

Jack Brickey · Accepted Answer

The reason you must use Move is that the workflows are different between the two issuetypes. Now as to why you can’t change the request type I’m not exactly sure. After the move do you see all of the possible request types you would expect? What is the request type immediately following the move?