Change workflow after ticket is logged under certain request type

Van Kieu

I'm having problem with applying workflow. If I set up a workflow for request type and client logs the wrong type, how can I apply the correct workflow? Can someone please share the answer if you have any experience with this? Thanks a lot!!!

1. Is it possible to change Request Type after ticket creation? If a client log a ticket type A but upon consideration, we realise it is actually type B, how can our agent change the request type? 

2. If a request type cannot be changed, can we just remove the request type altogether? Can clients log a ticket without choosing the type? 

3. If the request type cannot be changed or removed, and client logs a wrong request type, how can we apply the correct workflow? Does workflow always come with request type? Can we have a request type without workflow?

 4. What is issue type and how does it work with workflow? 

Thorsten Letschert _Decadis AG_

Hi @Van Kieu ,

welcome to the community.

In order to understand the differences between issue types and customer request types, please see https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-issues-vs-requests

Regarding your questions:

1. The customer request type should be editable within the issue view. However, only customer request types based on the same issue type can be selected. If you're about to change the customer request type to one based on another issue type, you'll have to move the issue - see https://support.atlassian.com/jira-core-cloud/docs/move-an-issue/
2. No. In Service Desk, every ticket raised by (unlicensed) customers are based on customer request types.
3. The workflow is attached to the issue type and an issue always has a workflow attached. Changing the workflow means changing the issue type (see the move issue reference from #1).
4. Issue types are the basic concept of Jira and every issue has a distinct type. The combination of issue type and project controls additional configuration like fields, screens and workflows. That said, all issues of the same type share the same workflow in a project. However, workflows can differ between projects.

I hope that helps a bit.

Cheers
Thorsten