Hi! I'm new to Service Management in Jira, and have just entered my first ticket, which I'd now like to move from the ticket "Queues" to the Changes workflow.
Here's a picture of my Ticket Queue:
To move this ticket to the Changes workflow, my understanding is that I'm supposed to modify the Request Type of the ticket, but that drop-down is empty and isn't permitting me to enter any values. Can someone point me in the right direction?
Hi @Tom Atkinson,
Let me start by explaining the steps you'll need to take to turn this specific ticket from an incident into a change:
Your ticket will now be changed to a Change ticket, but most likely not appear in any queues. So one more update is required in your ticket: update the customer request type to Request a change:
Once all that is done, you've successfully converted your incident into a change.
Honestly, though, that is most likely not a process you want to implement as a standard. It would make more sense to create a new Change ticket and link it to the original incident.
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
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