Request type not visible in "Request types" option in Project Settings

Question

Hey, I am trying to do some edits in an Issue type of Service project. The issue type is available when trying to change the issue type in any issue, so it exists.

However, when I try to modify the issue type title in “Request types” option in Project Settings, the issue type doesn't appear. What surprises me is that it appears as filter in the “Filter by issue type option” when searching for the issue type but, after filtering, nothing appears.

I have Admin role in this Service Project.

Thanks for your support.

Mark Higgins · Answer

Hi Rodrigo,

I'm making assumptions here, but the 'Issue Types' that you see on the left when you go to Request types are actually 'Ticket Categories'.

Can you see Incidents there?

If not you may not have turned on Incidents as a 'feature'.

When you turn on the 'feature' Incidents, the Work Category of 'Incidents' turns up.

I believe this has been done, if customers what to have 'what is an Incident' but they don't wish to call it Incident

Hope that helps.

Mark

Jack Brickey · Answer

Hi @Rodrigo Sala ,

Please note that the "issue type" and "request type" are different fields. The request type is what the customer sees and is associated to an issue type. There can be a 1:N relationship of issue type:request type. Let me know if that makes sense, and if you can explain to me more about what you're trying to achieve, I might be able to assist further.