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Change request type to one in another portal group

I have two portal groups (General / existing customers) for different types of service request types.  Same issue type, but different request types .

When a customer sends in an email request, the agent can change the Request Type on the ticket to the correct Request Type.  However, the request types that show up in the forms drop down box are only showing from the General portal group.  They do not allow selection of Request Types from the 'Existing customers' portal group.

I am unable to change it to a request type from the Existing Customers portal group even though they are based on the same Issue type.  So there's no need to do a 'move' because they are based on the same Issue Type

When an agent user is editing the ticket Request Type, how can they change it to a Request Type in the other portal groups other than 'General'



1 answer

1 accepted

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Answer accepted

Actually, found the issue.

It was actually a different issue type.

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