Request type

[Yair]

Hi All

At our company someone setup a request type with the wrong workflow and the wrong issue type associated with it. From the research i have done it seems impossible to change the issue type which was originally associated.

1. Is this true? If not, how.

2. If it is true I would like to create a new request type within this project but I dont want to have to recreate the whole request from scratch. Is there a way i can clone or copy the details of the current request and I could associate it with a new issue type with a new workflow?

3. In a new request type, how am i able to add fields to the agents view? The customer request form can have fields added but the agents view doesnt have such an option.

Thanks for the help

[Dave Mathijs]

Hi @Yair ,

Yes, if a request type is associated with an incorrect issue type, then you need to re-create the request type with the correct issue type from scratch. There's no way to copy the details (fields, required/optional, hidden fields, descriptions etc.) of the current request form.

Adding fields for the agents is done via the screens of your project. Have a look at the issue type screen scheme associated with your project, as well as the configured screen schemes for one or more issue types within that issue type screen scheme.

Each screen scheme can have up to 4 screens:

1. A default screen
2. A create issue screen
3. A view issues screen
4. A edit issue screen

Those screens are used for your agents.