Change request type - translation of help text.

Paul Neat

Can someone translate what this means? I am using Service Desk Cloud.  When I try to set up an automation rule to change the request type from an Incident to a request type I created called Report Request, I receive the following message:

"Automation will only change the request type if the issue type wont be changed."

I am not sure what this means...

Thanks in advance,

Paul

Jack Brickey

It means that the automation will only change the request type to one that is associated with the same issue type that the current request type is associated with. For example:

lets say you have the following:

issue type = IT Help with request types: network, printer, desktop

and 

issue type = Facilities with request types: lab, lighting, furniture 

so your Automation will change the request type from desktop to printer but not desktop to lighting.