nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Switching Issue type

Steeve P_

Hi everyone ,

Found several page about this...but not sure if there is some most recent update...or not.. last thing I saw was from 2Yo ..

As members of It Support Team we used to managed our ticket in certain logical way ...

We had equiv. of Request type and Issue type of course.

But...Logically, we could change Issue type on an issue without having to change the request Type.

So far in JSM seems we can't do that anymore... or Got to create Each Request type, on each Issue Type involved ?

Whichis surely not the best practice... and could lead to more problematic situation than it would solve.

Regards ,

Accepted answers

Marc -Devoteam-

Hi @Steeve P_

That depends on the workflow related to the issue type.

To switch between issue type the workflows need to be exactly the same.

If this is the case the field Request Type will be empty as there is no such Request Type configured.

If you would nee to to have the same option for Request Type when switching Issue Types, then this Request Type needs to exist.

All comments

Marc -Devoteam-

Hi @Steeve P_

That depends on the workflow related to the issue type.

To switch between issue type the workflows need to be exactly the same.

If this is the case the field Request Type will be empty as there is no such Request Type configured.

If you would nee to to have the same option for Request Type when switching Issue Types, then this Request Type needs to exist.

Steeve P_

Hi @Marc -Devoteam-

Definitely what i'm trying to do in JSM...

both Issue type use the same Workflow, definitely not a problem there.

but we need to recreate Each Request type for the second Issue type if i want the team to be able to switch from one IT to another... and keep Request Type (Even if in fact...it wouldn't be exactly the same one...right?)

That's sad

Kim Euker

Request Types are specific to their corresponding workflow and Issue Types.

So you would need to have the same Request Types defined in both locations.

Can you provide some examples of where you might have the same request type against multiple issue types?

Kim Euker

Correct. It would not be. Your only possibility might be multiple projects with shared settings. That might work for you.

Marc -Devoteam-

HI @Steeve P_

In my opinion switching Issue Types in a JSM project is a bad thing.

Then its better to try to educate the customer ti you the correct request type on the portal.

Switching issue types is always bound to provide a headache

Steeve P_

Hi Kim ,

Thanks for this, even if it confirm that "technically...you can ...but ..."

Couldn't give a specifique example, but mostly an "how it happens".

We used 3 Issue Type in the past

Assistance : For almost every User request

Operationnal : For when it's not anyore really an issue but need some work from the agent ( Like creating new users in an interface after an issue saying that "X and Y doesn't have access to this." --> Issue is not an assistance...It require operationnal from the team)

And Evolution : wich is used when we need to make change in a long term

Both of them have their specific SLA as well.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management