Request Type can't be changed from Service Desk issue

This question is in reference to Atlassian Documentation: Troubleshooting issues with request types

If customers send issues via email they automatically create a service desk issue in the IT Help Request Type.  Once we bring up the issue to evaluate the problem we need to transition it to an appropriate Request Type.  But when we select the request type on the right panel of the ticket it shows the edit pencil, but does not allow us to change the request type.  How can I change the permissions to allow the Request type changed from the the ticket form?

2 answers

Make sure the group the user is in is assigned to the service desk team role of the project and the permission scheme Transition permission has the service desk team role assigned to it.

Hope this helps.

Cheers!

Hi we have JIRA SD setup using cloud

We have email requests configured and are running into the same problem, I cant find too much info out there on how to configure this properly, but in short - all email requests coming are assigned to Get IT Help.

 

When we are in the job and want to change it to an incident, we are unable to

Suggest an answer

Log in or Sign up to answer
Community showcase

Scrum Roles Explained: the Do's and the Don'ts

Hello Community,  Today we are going to talk about the three Scrum Roles. There is the Development Team, the Scrum Master and the Product Owner. In my opinion these three are all really impo...

70 views 0 4
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