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.

[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. 

[Susan Waldrip]

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.

[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.

[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.