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  1. Jira Service Management Cloud
  2. JSDCLOUD-349

As an admin I want to be able to change the Issue Type for an existing Service Desk Request Type

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

      Updated 20 December 2022

      Hello everyone!

      We are very excited to announce this new feature that will allow you to change the issue type of a request type. This admin feature will enable you to change the workflow of a single request type even if it shares an issue type with other request types.

      The first release allows you to select any workflow or issue type in your project but we will later be giving you access to any workflow on your instance (and will make sure that your Jira configuration just works).

      This new feature is available to all tenants and we will be improving it over the coming months to make it even easier to change the workflow of a request type as per your needs. 

       

      Best regards,

       

      Jehan Gonsalkorale

      Product Manager, Jira Service Management

      Problem Definition

      It is currently not possible to change the issue type on Service Desks. All fields are editable except Issue Type, which is greyed out.

      Suggested Solution

      Allow to modify Issue Type and possibly provide option to apply to existing requests or only for new requests

      Workaround

      You can click and choose "replace with existing" on the "..." Icon:

      Then it will let you choose the issue type and update it:

      After selecting it, you can click update

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          Form Name

            [JSDCLOUD-349] As an admin I want to be able to change the Issue Type for an existing Service Desk Request Type

            denys.krupin added a comment -

            +1

            denys.krupin added a comment - +1

            George G added a comment -

            I am flabbergasted that this is currently not possible.

            George G added a comment - I am flabbergasted that this is currently not possible.

            Sarah Aubuchon added a comment -

            How is this issue closed and yet this feature is not available?

            Sarah Aubuchon added a comment - How is this issue closed and yet this feature is not available?

            Lanz added a comment -

            +1 

             

            please add this, that's so annoying ...

            Lanz added a comment - +1    please add this, that's so annoying ...

            Omar Hutchens added a comment -

            I was able to get it once i went on "continuous". Thank you!

            Omar Hutchens added a comment - I was able to get it once i went on "continuous". Thank you!

            Jehan Gonsalkorale added a comment -

            Hi 1b06ded8fc9b , are you on release tracks? This could explain why you don't have it yet. Otherwise, email me at jgonsalkorale@atlassian.com. 

            Look forward to hearing from you,

             

            Jehan

            Jehan Gonsalkorale added a comment - Hi 1b06ded8fc9b , are you on release tracks? This could explain why you don't have it yet. Otherwise, email me at jgonsalkorale@atlassian.com.   Look forward to hearing from you,   Jehan

            Jeffrey Bistrong added a comment -

            Jehan, doing well thanks so much for sharing the documentation for this!!

            Jeffrey Bistrong added a comment - Jehan, doing well thanks so much for sharing the documentation for this!!

            Omar Hutchens added a comment -

            Hello - I don't see this option in my cloud instance of JSM. Is there something I need to do to enable on my end? 

             

            i already looked at the documentation and those options in project settings > request types > ... (more) isn't available: 

            Omar Hutchens added a comment - Hello - I don't see this option in my cloud instance of JSM. Is there something I need to do to enable on my end?    i already looked at the documentation and those options in project settings > request types > ... (more) isn't available: 

            Carla Legrottaglie added a comment -

            Thank you! It works perfectly! 

            Carla Legrottaglie added a comment - Thank you! It works perfectly! 

            Jehan Gonsalkorale added a comment -

            Hi bf76c4e70540, it's been a while, how are you? 

            Here is the documentation: https://support.atlassian.com/jira-service-management-cloud/docs/replace-the-workflow-of-a-request-type/

            I hope that helps!

             

            Best regards,

             

            Jehan

            Jehan Gonsalkorale added a comment - Hi bf76c4e70540 , it's been a while, how are you?  Here is the documentation: https://support.atlassian.com/jira-service-management-cloud/docs/replace-the-workflow-of-a-request-type/ I hope that helps!   Best regards,   Jehan

              rcrossman@atlassian.com Rachel Crossman (Inactive)
              imane.assoud Imane Assoud
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                Created:
                Updated:
                Resolved: