Change Request Type

[Andrew Q_]

Is there an easier way to move a request type from one category to the other? Our problem is usually a user reports a problem and inputs it on the wrong work category. So, what we do is we triage the issues then we move it to their proper work categories for proper action. However, the move action is very cumbersome since it's like moving lots of attributes including the project.

Our best-case scenario is let the user post a generic problem/request and it will be sorted out by our Support Triage Officer. <-- Is this possible?

Example:
A user inputs a problem but posts the problem under "Service Request" category. So, what we do is we move it to "Incident Management" before we assign field engineers.

Thanks

[Patrik Korovsky]

Hello @Andrew Q_

Can you please elaborate on your request?

Are your problems stemming from the fact that it is cumbersome to change the issue type? 
The easiest way to change the issue type without a lot of clicking would be to create a manual trigger automation that changes the issue type for you.

Or Is your problem different?

[Andrew Q_]

Yes. Correct. It is cumbersome to change the issue type.

I’m hoping that I can change the issue type as easy as changing statuses.

If I create a manual trigger automation, is there a way to expose the manual trigger button in the ticket so that it will be easy for the triage operators to do it?

thanks

[Patrik Korovsky]

Yes, it's possible.

But there is one more step the service desk team will need to take once the automation is triggered.

Make sure that the request type remains in the same status after the automation change (preferably by using the same workflow). Otherwise, you risk going to a state with no transitions.

Follow these steps to create the automation:

1. Choose who can see the manual automation trigger
   
2. Select a component -> action -> Edit issue
   
   • Choose fields to set
     • Issue Type: choose desired transition
3. Save 

I attached a gif of how this would be used by an operator.

Unfortunately, automation cannot be applied to "request type" so after running the rule Service desk team would have to select it manually (as it gets cleared after changing the issue type):

I would say that it is not much faster, but surely faster than the standard option.

Alternatively, since you mentioned "I’m hoping that I can change the issue type as easy as changing statuses.", you can try the following:

1. Create a new status to which all issues can transition to
2. Create an automation that changes the issue type, when you transition the issue to the new status (Depending on how many issue types you work with, you might need more statuses)

Let me know if any of the options work for you or if you need help setting it up.