Ability of Agents to change Request Type of Emailed request

Nicole Wolf_tzxq27

Hello

I would like my agents to be able to change the Request Type of a ticket from Emailed Request to something else.

This does not seem to be something in place today but we have a very new instance so it is possible there is a setting I have just not set up yet.

Any help would be greatly appreciated

Thank you

Nicole

Petter Gonçalves

Hello @Nicole Wolf

Thank you for reaching out.

JSM agents can change the request types of any issues, as long as the following settings are configured:

1 - The field "Request type" is properly added to the edit issue screen:

1. Navigate to the JSM project > Project settings > Screens
2. In the issue type you want, click on the drop-down and select the "View/Edit screen"
3. Ensure the field "Request type" is properly added to the screen

2 - For each request type, there is an issue type linked to it. In order to change the request type, the current issue type must be linked to that request type. You can check the issue type linked to your request types and change it by following the steps below:

1. Navigate to the JSM project > Project settings > Request types
2. Click on the move button to change its linked issue type
   

You can check the documentation below for more details about request types:

What are request types? 

Let us know if you have any questions.