Form is not attached when request type is changed

Susan Waldrip

Hi,

When a customer submits a request to JSM via email (that is, submits an Emailed Request), the request that is automatically created from that email is fine. However, we always change the Request Type of Emailed Requests to the applicable request type for analytics purposes. This works fine except when an agent has to change it to a Request Type that has a form associated with it -- all the screen fields are in the Issue View (agent screen) of the "new" Request Type but the form is missing. FYI, I had associated the forms to specific Request Type(s) via the Forms Settings.

Should I be doing this differently? Or is there something I can do to ensure the form is available in the "new" Request Type Issue View screen for the agent to complete? Thanks!

Walter Buggenhout

Hi @Susan Waldrip,

Forms attached to a request type are there for creating new requests. That is something different than changing the request type of a request that was already there.

There is, however, and automation rule action that you can use to attach a form to an existing issue, which is commonly used to add additional forms to an existing issue while it progresses through a workflow. 

This was announced in late 2023 in this Community article and may help you achieve your desired result.

Hope this helps!