Change request type - translation of help text.

[Paul Neat]

Can someone translate what this means? I am using Service Desk Cloud.  When I try to set up an automation rule to change the request type from an Incident to a request type I created called Report Request, I receive the following message:

"Automation will only change the request type if the issue type wont be changed."

I am not sure what this means...

Thanks in advance,

Paul

[Jack Brickey · Accepted solution]

It means that the automation will only change the request type to one that is associated with the same issue type that the current request type is associated with. For example:

lets say you have the following:

issue type = IT Help with request types: network, printer, desktop

and 

issue type = Facilities with request types: lab, lighting, furniture 

so your Automation will change the request type from desktop to printer but not desktop to lighting. 

[Paul Neat]

Now that makes complete sense!  Thank you.  I would not have figured that out.

Much appreciated.

Paul

[Jack Brickey]

Glad to help. Please accept answer if you would. Check mark.