How can I change the request type retrospectively?

[Antonia]

I have created a service request as an example and then we have different request types for the service request, for example “Get IT help” or “Borrow Technology”. If I now select "Get IT" help, how can I change this afterwards?

I only know that when I create the ticket, I can change/add it there in the mask, but how can I change it afterwards?

I am Org Admin, so I have all the necessary rights.

[Susan Waldrip · Accepted solution]

Hi @Antonia, in addition to the other suggestions, if you don't want to use a rule AND you want this capability on a regular basis, you can add the Request Type field to the Work Item View ("agent") screen layout and to the Edit/View or Edit and View operational screens so it shows up on every ticket. You'll need to add it to both View (agent can see it) and Edit (agent can change it) screens for it to be editable.

You can find more details and suggestions (although different field) at https://community.atlassian.com/forums/Jira-Service-Management/How-to-change-reporter/qaq-p/3041324#M209478.

[Antonia]

Hi @Susan Waldrip ,

thank you for your answer. Unfortunately, I can't find a solution in the community post below. When I go to Screens and click on Change in the screen, for example, the “Request Type” field is already there but it does not appear in the work item. Do I have to change the workflow so that the work item view or the screen opens?

[Susan Waldrip]

Hi @Antonia , there may be two things to check based on your screenshot (thank you, always helplful!). First, the screen you're adding Request Type to is the Create screen, which is the screen the Customer uses to create and comment on their request. Are you wanting the Customer to be able to change the Request Type? If so, this cannot be done by the Customer in the Help Center portal, it would have to be done by the Agent.

For the Agent to do it, you'll need to:

1. Add the Request Type to the Edit/View screen or the Edit and View screens (if you have separate operational screens) so the agent can see it (View) and change it (Edit).

2. On the Layout screen for the agent screen (Work Item view), make sure the Request Type field is located in the second section, Context Fields.

Try that and see if it works.

[arielei]

Hello @Antonia 

You can go to the work-item and change the request type.

Or if you have some logic behind it - you can create an automation that will change it based on your logic.

If you mean that you want to change the request type for that option - then you need to go to the project settings and on the left side menu - select Request types, and from there you can change it. 

[Antonia]

Hi @arielei

where in the work item do I change it? I just want to change the request type for a work item.

[arielei]

Hello @Antonia 

If its not visible in the work-item, check the screen or the layout - and add "Request Type" to it.

Then you will be able to change it.

[Antonia]

I found it, thank you!

[Priyanka Khare]

Hi @Antonia 

I guess you can change it after, it’s just a bit hidden.

Open the ticket, hit the three dots up at the  top, then pick “Change request type.” That’s it.

[Antonia]

Hi @Priyanka Khare

thank you, but there isn't the option.

[Yogesh Mude]

@Antonia Seems that you want to update the request type after the Work item is created. If so, then you have to write an automation tule..like

When Work-item created trigger

Then add Edit work item action

Use Edit Request type action and select the respective request type.

Ensure you should select the request tyoes that are belong to the selected work type. If the work type is different and you want to update that Request type then it will throw an error.

In this case, you need to first update the work type and then Edit request type.

[Antonia]

@Yogesh Mude  I think that must also work without a rule. Because I don't know which rule I need. Then I would have to build a separate rule for each ticket and request type. But thanks!

[Yogesh Mude]

@Antonia  Yes correct.

If you want to update the Request type manually after work item created then you must need to add that field on the Edit operation screen.

And if you want this to happen automatically then you need an automation rule.