Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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 :)

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

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...

241 views 7 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you