Do we have the ability to change the issue type without moving as issue to a different project?

In a different ITIL Service Desk ticketing system (EasyVista) that I use, we have the option of changing a ticket that has come in as an incident, to a service request.

And when that re-qualification happens (from an incident to a service request), a different workflow is assigned to that ticket.

Is the same sort of functionality available in JIRA Service Desk 3 without MOVING an issue to a different project.

Ideally, we want to prevent our service desk from changing the project but allowing them to change the issue type.

1 answer

0 votes

Behind a Service Desk portal, there is a JIRA project.

To enable "change type of issue", make sure the JIRA Project has the target issue type as well as the source type (check the "issue type" scheme)

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,110 views 13 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot