Change the request type on a customer's ticket

Anna Nguyen
Contributor
September 15, 2024

Hi everyone,

I have an inquiry about the request type and issue type

When customer submit a ticket via Jira customer portal, it will link with a request type. In case, customer wants to ask about issue A, but they submit on the issue B, so how can we change the request type to be the correct one on Jira Service Management. So that we can have the accurate data about contact reason

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Manoj Gangwar
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 15, 2024

Hi @Anna Nguyen 

Welcome to the Atlassian community

 

If the request type shares the same issue type you can simply change the request type on the issue. If the request type has a different issue type you will need to move the issue to change the request type.

Anna Nguyen
Contributor
September 15, 2024

Thanks @Manoj Gangwar

The request type has a different issue type, but on Jira ticket, it does not show the Issue Type field to edit, so I could not change it 

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 15, 2024

Hi @Anna Nguyen  - Welcome to the Atlassian Community!

You need to do a Move function. While on the ticket in Jira, click the 3 dots menu to the upper right and select Move. 

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Anna Nguyen
Contributor
September 15, 2024

Yeah, I finally could change it, thanks a lot @John Funk 

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