Why is this set as closed ?

And honestly, i don't see the advantage of having the request type in the view screen, infact the request type group would be beneficial to be displayed for future reports. If i want to get reports for Access request, i need to select several request types rather than selecting one group called - Access request.

And most importantly, i don't see any difference between request type and issue type from an agen\support perspective. Request Type is for customer, Issue type is for agent. And in real world , a request can be several issue types. For example: Request Type- Access Request, issue type can be an issue(unable to login, permission issues), or New user(which has different workflow and include approvals),

What doesnt make sense though is that I cant map one request type to several issue types, which means if I want to keep my service portal "clean" with only one option for customers (simple internal support) but I would like several issue types for our own sake internally, thats not an option.

You can only switch to a request type, which is mapped to your issue type. If the current issue hasn't a mapping, you can't select a request type - which make sense.

Seems I have the similar issue. The screen allows you to change the Request Type but all the options are grayed out.

rlprasad The later versions of JSD have the ability to change request type after an issue is created. You can edit it on the View Issue screen as shown below

what is the solution for this issue? how to edit the request type after the issue is created?

Hi Oliver. Thk you for your suggestion.

I'm on Service Desk 2.2.1 and in my case it works like follows:

In Table customfiledvalue you must add a record referring to the issue, CUSTOMFIELD = 10000
and STRINGVALUE like you suggested.

bye

Thanks Oli - that is exactly where I though it should be.

I can see the cfname Customer Request Type in customfield, but this does not have any corresponding values in customfieldoption

I have gone straight into Service Desk 2.0.3 so perhaps the layout is different.

customfieldvalue has the stringvalues that you suggested - spaceKey/requestTypename - for each issue, but I just cannot find where these options are stored.

Matthew