jira service desk - how to change request type

Jing June 23, 2016

Hi

I have a JIRA service desk with request type "incident" and "request".  I'd like to update it when the customer has picked the wrong type, for example, if a customer logged an request as incident, I'd like to correct this so that reporting shows up correctly. Is this possible?

Thanks

Jing

2 answers

1 accepted

5 votes
Answer accepted
Andrea Carl
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June 23, 2016

To manually update, use the Move functionality.  To automate, you'll need to write a groovy script w/ Script runner. 

Артем Строганов August 9, 2017

Andrea, hi!

 

Could you elaborate on your answer?

I managed to change the issue type inside JIRA.

But is it possible to change the request type on Customer portal (which our customer can see)?

 

Service Desk Cloud

Like Ashkan Eghtesadi-Azar likes this
Daniel Serodio April 7, 2020

Move only allows for changing Project and/or Issue Type, but not Request Type.

0 votes
Jing June 23, 2016

that works, thanks!

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