Change workflow after ticket is logged under certain request type

[Van Kieu]

I'm having problem with applying workflow. If I set up a workflow for request type and client logs the wrong type, how can I apply the correct workflow? Can someone please share the answer if you have any experience with this? Thanks a lot!!!

1. Is it possible to change Request Type after ticket creation? If a client log a ticket type A but upon consideration, we realise it is actually type B, how can our agent change the request type? 

2. If a request type cannot be changed, can we just remove the request type altogether? Can clients log a ticket without choosing the type? 

3. If the request type cannot be changed or removed, and client logs a wrong request type, how can we apply the correct workflow? Does workflow always come with request type? Can we have a request type without workflow?

 4. What is issue type and how does it work with workflow? 

[Thorsten Letschert _Decadis AG_ · Accepted solution]

Hi @Van Kieu ,

welcome to the community.

In order to understand the differences between issue types and customer request types, please see https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-issues-vs-requests

Regarding your questions:

1. The customer request type should be editable within the issue view. However, only customer request types based on the same issue type can be selected. If you're about to change the customer request type to one based on another issue type, you'll have to move the issue - see https://support.atlassian.com/jira-core-cloud/docs/move-an-issue/
2. No. In Service Desk, every ticket raised by (unlicensed) customers are based on customer request types.
3. The workflow is attached to the issue type and an issue always has a workflow attached. Changing the workflow means changing the issue type (see the move issue reference from #1).
4. Issue types are the basic concept of Jira and every issue has a distinct type. The combination of issue type and project controls additional configuration like fields, screens and workflows. That said, all issues of the same type share the same workflow in a project. However, workflows can differ between projects.

I hope that helps a bit.

Cheers
Thorsten

[Van Kieu]

Hi Thorsten,

Thank you a lot! Can you please share how to link a request type to an issue type as well? I'm using the next-gen interface and I can't find how to link...

Thank you!

Van

[Thorsten Letschert _Decadis AG_]

Hi @Van Kieu ,

unfortunately next-gen projects seem to work differently - see https://support.atlassian.com/jira-service-desk-cloud/docs/issue-and-request-types-in-classic-and-next-gen-projects/

That said, request types are independent in next-gen Service Desk projects - https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-issue-types-in-next-gen-service-desks/

Cheers
Thorsten

[Van Kieu]

Hi Thorsten,

Thank you for your update! Does this mean request type and the associated workflow cannot be changed after ticket creation in next-gen project?

Thanks,

Van

[Thorsten Letschert _Decadis AG_]

Hi @Van Kieu ,

you should still be able to move those issues.

Cheers
Thorsten

[Van Kieu]

Hi @Thorsten Letschert _Decadis AG_ 

The move option only allows me to move the request from one project to another, not to change request type. I guess I'll have to switch to classic. 

Thank you!

Van

[Thorsten Letschert _Decadis AG_]

Hi @Van Kieu ,

if you have compatible request types at hand, this should be possible:

However, classic could also be a good approach if you're going to customize your workflows - see https://jira.atlassian.com/browse/JSWCLOUD-17434

Cheers
Thorsten

[Van Kieu]

Thank you! May I add just 1 last question, how are request types considered compatible? do they need to have the same statuses?

Van

[Petter Gonçalves]

Hello @Van Kieu

To make a request type compatible when moving issues, the Issue-type must be mapped to it under project settings > Request type:

Additionally, you can map issue types to request types in a different way from project to project, so you should always consider the issue type and request type mapped in the project that the issue is being moved to.

If the issue is using an Issue type that is not mapped to the request type in the landing project, you will not be able to set that Request type. 

Let us know if you have any questions.