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  1. Jira Service Management Cloud
  2. JSDCLOUD-1764

Multiple Issue Type for Customer Request Type

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      Description

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Multiple Issue Type for Customer Request Type (CRT).

      With this feature one can change the Issue Type without clearing Customer Request Type. This makes recategorization of a Ticket viable and easy in for example a workflow transition. A Request for IT Help could be both an Incident and Service Request.

      As a Service Desk Agent I want to easily change the Issue Type while keeping Customer Request Type so that I can still see how the Ticket was submitted so that I can later Report on total "Requests for Help" and distuingish on how many are actually Incidents or Service Requests.

      As it is today when you change Issue Type CRT is cleared. Workaround is to either create a custom field "ITIL Classification" or create multiple CRT with different Issue Type, but then Customer has to decide whether said issue is Request or Incident.

      A workaround Suggestion is Sub Issue Types for JIRA Project.

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              Assignee:
              a620038e6229 Jehan Gonsalkorale
              Reporter:
              50f3a3a792e4 Alf Karlsen
              Votes:
              28 Vote for this issue
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              26 Start watching this issue

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                Created:
                Updated: