Can't change request type

[Matthew van Boheemen]

I've setup request types below.

When an email request comes in it automatically uses the type "Query". However, I want my agents to be able to change the Request Type after they review the request. When they click the Request Type field to change this it doesn't show the Bug or New Enhancement options.

Any ideas on how to make the other types available?

[Hazwan Ariffin · Accepted solution]

Ah. That's most likely because the other request type is using a different workflow. If this is what you're having, you can't simply change the request type directly from the issue, as the workflow is different. So to change a request type to a request type that uses a different workflow, you would need to use the move operation.

Hope that helps!

[Matthew van Boheemen]

I looked at that, but they all seem to be on the same workflow from what I can tell.

[Hazwan Ariffin]

Oh another reason is because the request type is not applicable to the issue type that is linked to the other request type. If you turn on the old view, you can see this message when hovering to the other request type:

The solution is the same, which to use the move operation Or if you'd like to be able to change the request type directly from the issue, the other request type would need to be associated to the same issue type.

[Matthew van Boheemen]

This appears to be the case. It doesn't really seem logical to me. But I've adjusted our request types to link to the same issue type so we can switch these. Moving issue types is a lot more complication than what we want at that stage in our process.