How do I move a Service Desk issue from one request type to another?

Question

Hi,

I have a Service Desk with 2 request types (problem report and feature request). If a customer creates a problem report, how can I move this to a feature request? I can move the underlying issue type perfectly well, but that does not affect the request type. Any ideas?

Kind regards,

Geert

Tim Eddelbüttel · Accepted Answer

Hello Geert,

there is a oustanding feature request for this: https://jira.atlassian.com/browse/JSD-42

We use this workarround for that but it requires the JIRA Misc Workflow Extension:

* Add a new custom field (single select) with your customer request type values (e.g. projectkey/problem-report)
Make the field visible on the view screen to see the name from an existing request or look in the database (ao_54307e_viewportform / KEY)
* Add a new workflow step Customer portal fix with the same source and destination step
* Place the new custom field on the workflow screen
* Add the Copy Value From Other Field postfunction.
From your new custom field to Customer Request Type
* Disable the notification for this step

The request type is now change in the customer portal.

Regards,
Tim