Issue Summary

In IT service management (ITSM) projects, requests are organized into four main categories: service requests, incidents, problems, and changes. Their individual queues are filtered by the ticket category.

When an issue is moved to an ITSM project, the issue won't have a ticket category defined, therefore, it doesn't show under the categories queues, just under the normal queue.

Issue is also observed when we change issue type from Bug(Added issue type in ITSM project) to (Incident, Change, Problem) with in the same project.

Steps to Reproduce

 # Move an issue to an ITSM project;
 # Check the issue type category queue.
 

Expected Results

The issue is shown under the issue type category queue and the regular queue.

Actual Results

The issue just shows under the regular queue, not the category.

Workaround

Default Request Type feature can be helpful to mitigate this issue. You can find more details in below article:

Choose default request types for your issue types