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Changing request type within an issue

I notice that I if I have an issue and I want to assign it to someone else, I can open the issue and type in the other person's name and it goes to their queue.

Now, it seems like I can also (theoretically) change the request type from within the issue. Let's say the whole issue had been misattributed. When I start to type in another request type - say Change Request - it looks like it's searching. But nothing ever comes up.

I'm attaching pictures of how it looks when I try to modify the request type (initially employee onboarding) and a list of my request types. .

Change request.pngRequest types.png

1 answer

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Answer accepted
Jack Community Leader Dec 12, 2020

Hi Jim, I think the issue here is that you can only change the RT to one that is available within the current Issuetype for a given issue.

example let’s say you have the following config:

issuetype: RTs

Incident: alarm, network outage

Access: vpn, building, sharepoint

Other: PC, phone, printer

If the issue was opened using say Printer RT it would be an issuetype of Other. If the agent try’s to change the Customer Request Type they will only see PC and Phone options. If the agent wants say VPN they would have to Move the issue to the Access issuetype. 

LMK if I missed the mark here. 

No, that makes sense. Thanks. 

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