Request Type can't be changed from Service Desk issue

[Alicia Pena]

This question is in reference to Atlassian Documentation: Troubleshooting issues with request types

If customers send issues via email they automatically create a service desk issue in the IT Help Request Type.  Once we bring up the issue to evaluate the problem we need to transition it to an appropriate Request Type.  But when we select the request type on the right panel of the ticket it shows the edit pencil, but does not allow us to change the request type.  How can I change the permissions to allow the Request type changed from the the ticket form?

[Daniel Hrvatin]

Hi we have JIRA SD setup using cloud

We have email requests configured and are running into the same problem, I cant find too much info out there on how to configure this properly, but in short - all email requests coming are assigned to Get IT Help.

When we are in the job and want to change it to an incident, we are unable to

[James Strangeway]

Make sure the group the user is in is assigned to the service desk team role of the project and the permission scheme Transition permission has the service desk team role assigned to it.

Hope this helps.

Cheers!