Hi @ESCA IT Manager
Welcome to the community.
Currently the Create Screen Shows the Request Type + Issue types (in that order), as the agentes opening issues on behalf of customer, mostly needed to perform 2 steps.
Now that we have the request type in the top, its easier to agents to select the right request type in one step.
Each Request Type is always associated to a Issue Type, and Request Types permits the customer to see the issues from Service Desk portal.
Without this selection, customer is not able to see their issues in the portal.
That being said, there is no way to configure the order as you need to.
My suggestion is to have clear Request Types, associated with the correct issue type.
The other way, is just roll down to select issue types without associating to a request type, which will cause the agent needs to select after creation, or let it blank and not showing to customer.
If my answer provides you clarity, please accept it.
If you have any question, also let me know.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.