How to change issue request type to another custom issue request type?

[Mark Marlow]

I created a number of issue request types for a service desk project.   The issues with specific request types are created by portal users.   However, they occasionally choose the wrong type, or they send their request as a generic email request type.   I use the request type to queue the issue. I need to be able to change the request type after the issue is queued to assure it is correctly classified.  I read in another post that the Move command was the way to do this.  However, my custom request types do not appear in the drop down list for the move.  The issue page shows only "IT Help" and "Service Request" in Type DDL.   The move Issue feature only shows "Service Request", "IT Help" and  "Task".  None of my custom request types are appearing as options.   My question:  How to get my custom request types to appear in the Issue type DDL, and Move Issue->Select Issue type?

[Kian Stack Mumo Systems]

Mark, 

There are two important concepts that you are discussing here. 

1) Issue Types

2) Request Types

Each JIRA Service Desk Project has both within them. It's important to understand the relationship between the two. 

A request type is mapped to a specific issue type. A request type set up looks like this: 

In this case, I have the REQUEST TYPE "Technical Support" mapped to the ISSUE TYPE "Support" and the REQUEST TYPE "Report a bug" mapped to the ISSUE TYPE "Bug". 

You don't need to change the issue type to switch the request type, as long as the request type you want to switch to is mapped to the same issue type. 

In this set up, I could change Technical Support to Licensing and Billing questions quite easily. Just make sure that the field customer request type is on the edit screen, and edit the value. 

If I wanted to change from Techincal support to Report a bug, I'd first need to change my ISSUE TYPE from Support->Bug. Once I've done that, simply edit the customer request type. 

Does that make sense? 

[Mark Marlow]

Yes this makes sense.  Thanks for the details.  

[Alexey Matveev]

Hello,

You can change the request type if you go to the issue detail view. You will have the request type field there, which you will be able to change.

[Mark Marlow]

Thank you, this worked.

[Alexey Matveev]

You are welcome! If you feel like @Kian Stack Mumo Systems or me answered your question, you can mark any of our answers as accepted or you can mark them both.