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jira service desk - how to change request type

Hi

I have a JIRA service desk with request type "incident" and "request". I'd like to update it when the customer has picked the wrong type, for example, if a customer logged an request as incident, I'd like to correct this so that reporting shows up correctly. Is this possible?

Thanks

Jing

Accepted answers

Andrea Carl_fjmjbu

To manually update, use the Move functionality. To automate, you'll need to write a groovy script w/ Script runner.

All comments

Andrea Carl_fjmjbu

To manually update, use the Move functionality. To automate, you'll need to write a groovy script w/ Script runner.

that works, thanks!

Артем Строганов

Andrea, hi!

Could you elaborate on your answer?

I managed to change the issue type inside JIRA.

But is it possible to change the request type on Customer portal (which our customer can see)?

Service Desk Cloud

Daniel Serodio_dcercd

Move only allows for changing Project and/or Issue Type, but not Request Type.

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