Allow agent to correct the Request type when resolving an issue

Question

Hi,

Case : the Request type is AAA (issue is created trough the portal).

Issue is solved and the agent wants to Resolve the issue. (issue resolution, status update to Resolved).

At  this (Resolution) screen or a pop-up or ...  I want to be able to change the Request type to BBB.

Would you pls help me with the steps I need to configure to get it done ?

Thx,

Saeid

Saeid · Answer

Hi, thx for reply,

Idd, but it means also that the agent needs to go back change the request type and go to the resolution process again.

Later, I would like to avoid the Request type AAA. Maybe by adding a transition in the workflow or ...

The AAA is a generic type for the issues coming through the portal. It should be changed to something else but the agents are also human and they do make mistakes time to time.

Thx

Dan Breyen · Answer

Hi @Saeid at anytime can't the Agent go under 'Details' and change the Request Type to whatever it needs to be? It's also that way in the ITSM Sample Project.

Would that work for you?