Transfer a customer request type to another request type - Data Center

[Andreas Wollenhaupt]

Hi,

i'll give a brief overview how we're currently working:

We have one Service Management Project with multiple groups and different customer request types.

As Customer tend to create a request in the wrong section the first level is changing the request Type.

Example

Customer creates Request Type A

First Level realize it's wrong and change it to Type B

Second Level got a filter subscription for Type B,C,E,G,H,Z

The Filter looks currently like:

customer request type = Type B

That's fine so far.

But if the name of the request Type B is changing all the filters are broken. So this creates a wider issue.

We had a idea to add labels per Request Type but this would need a relativ big automation rule to change the label on the change of the request type.

Maybe some of you gurus got another idea? :)

[Esteban Diaz]

Hi @Andreas Wollenhaupt 

I had a slightly similar problem... take a look at my solution:

https://community.atlassian.com/t5/Jira-Service-Management/Changes-to-request-type-names-break-JQL-queries-and-related-SLAs/m-p/2441397#M3955

Maybe it can help you  

Cheers, 

Esteban