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 Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,711 views 17 21
Read article

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