Switching Issue type

[Steeve P_]

Hi everyone ,

Found several page about this...but not sure if there is some most recent update...or not.. last thing I saw was from 2Yo ..

As members of It Support Team we used to managed our ticket in certain logical way ...

We had equiv. of Request type and Issue type of course.

But...Logically,  we could change Issue type on an issue without having to change the request Type.

So far in JSM seems we can't do that anymore... or Got to create Each Request type, on each Issue Type involved ?

Whichis surely not the best practice... and could lead to more problematic situation than it would solve.

Regards ,

[Marc - Devoteam · Accepted solution]

Hi @Steeve P_ 

That depends on the workflow related to the issue type.

To switch between issue type the workflows need to be exactly the same.

If this is the case the field Request Type will be empty as there is no such Request Type configured.

If you would nee to to have the same option for Request Type when switching Issue Types, then this Request Type needs to exist.

[Steeve P_]

Hi @Marc - Devoteam 

Definitely what i'm trying to do in JSM...

both Issue type use the same Workflow, definitely not a problem there.

but we need to recreate Each Request type for the second Issue type if i want the team to be able to switch from one IT to another... and keep Request Type (Even if in fact...it wouldn't be exactly the same one...right?)

That's sad

[Kim Euker]

Correct.  It would not be.  Your only possibility might be multiple projects with shared settings.  That might work for you.

[Marc - Devoteam]

HI @Steeve P_ 

In my opinion switching Issue Types in a JSM project is a bad thing.

Then its better to try to educate the customer ti you the correct request type on the portal.

Switching issue types is always bound to provide a headache

[Kim Euker]

I would tend to agree with Marc.  Why do you need a new issue type.  Can you provide us with an example where that is required?

[Steeve P_]

Thanks everyone.

I Slept on this and also thought ...about our usage...if simply using a custom field and adapt SLA rule by it couldn't maybe do the trick better...

It would provide user what they want , "Same Request type , either operationnal or assist"

By just the possibility of selecting it in a custom field... wich would adapt SLA (As told... workflow are strictly the same on both so... it's mostly for statistic usage...)

Any thought on this idea?

[Marc - Devoteam]

Hi @Steeve P_ 

This is indeed a simpler idea.

The request is still the same and you can differentiate by value (in the SLA as well and reporting)

Other thing I want to provide you with is to look at the requests on the portal.

Why is the same request used for  operation and assists, what differentiates them.

Think on this and it will might give you insight to have 2 request types with different issue type, but based on the input you require from your customers.

Also make sure to explain on requests where they are for, provide informational text.

[Steeve P_]

Mostly , problem with our portal is the device our users use to get to it.

Major part of them introduce request using a small device ( Basically... a "phone" we use in our shop) which are limited by size of the screen...

So to avoid confusion and limit the risk of "I can't find the correct type in the list so...just selecting the first one" we try our ery best to limite number of request provided directly into the portal , and try to balance (and definitely not an easy task) what is the "lowest" precision we can accept...admitting that sometime Agent will have to reclassify Issue behind to give better stat.

By the beginning of this week we were almost sure about the Request type we had ... today...i'm not even sure we shouldn't rethink about them once again ^^

[Kim Euker]

Request Types are specific to their corresponding workflow and Issue Types.

So you would need to have the same Request Types defined in both locations.

Can you provide some examples of where you might have the same request type against multiple issue types?

[Steeve P_]

Hi Kim ,

Thanks for this, even if it confirm that "technically...you can ...but ..."

Couldn't give a specifique example, but mostly an "how it happens".

We used 3 Issue Type in the past

Assistance : For almost every User request

Operationnal : For when it's not anyore really an issue but need some work from the agent ( Like creating new users in an interface after an issue saying that "X and Y doesn't have access to this." --> Issue is not an assistance...It require operationnal from the team)

And Evolution : wich is used when we need to make change in a long term

Both of them have their specific SLA as well.