Changing Issue Type / Workflow - Return to the start of the workflow?

Question

Hi all, here's a question for you since I couldn't find anything in the Atlassian Documentation:

Our customers sometimes use the wrong form (and wrong issue type/issue workflow) for some of their requests. So sometimes, our agents have to change an issue with the "Service Request" type to "Change" type.

These issue types use different workflows, however. In our case, a "Change" needs to go through several approval steps. We would like to enforce that, whenever an issue is made a "Change" that these always start in the first status in the workflow.

How do we enforce this?

Dave Mathijs · Accepted Answer

Hi @Juul Weijers

You cannot enforce this to my knowledge. The mapping of the status is always done manually when changing the issue type.

One way you could enforce it is to close the Service Request with a specific resolution and ask the customer to re-submit the request as a change.