Change service request to incident

[Jeret Shuck]

As it stands, my agents have to go through a 4-step page just to get a service request into an incident. It's a huge pain in the butt. Is there any way to make this easier?

[Nic Brough _Adaptavist_ · Accepted solution]

No.  It's got several steps because changing the issue type is a fundamentally difficult thing to do, as it is structural.  All the config of an issue hangs off the issue type.

You might get better value by looking at why your people are raising the wrong type of issue

[Jeret Shuck]

Thanks for the response. That's a bummer to hear. As it stands, most our users send in emails that are all assigned the same status/fields. Not ideal.