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How do I set the Request Type for a newly entered Service Management Ticket?

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.

ITSM menu.png

Here's a picture of my Ticket Queue:

Open Tickets.png

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?


Change Request screenshot.png

2 answers

1 accepted

0 votes
Answer accepted

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:

  1. Select your ticket so you have it in full screen;
  2. At the top right corner, locate the button with ... and from the dropdown menu select the Move option
  3. In the first step of the wizard, select Change as the new issue type
  4. Next, proceed through the following steps of the wizard (status, fields, confirmation) and proceed

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:

Screenshot 2021-05-06 at 22.12.50.png

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.

Thank you for that helpful response! I see now that you have to take care to enter the ticket with the correct Ticket Type up front. Much easier to do it right the first time than to have a process to fix mistakes! Thanks for the helpful guidance :)

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