It is currently not possible to change the issue type on Service Desks. All fields are editable except Issue Type, which is greyed out.
Allow to modify Issue Type and possibly provide option to apply to existing requests or only for new requests
- Remove and/or add a new Request Type with the desired Issue Type.
This step will remove an existing Request Type without migrating all the issues to a new Request Type resulting in No Match for the Customer Request Type on the issue and the issue will not be searchable on the Issue Navigator if we use search using the Customer Request Type field.
- If you would like to migrate a Request Type to a new Issue Type and make sure all the existing issues to be still searchable using Customer Request Type field:
- You can hide the current request type.
- Then, create a new request type with the new issue type using the same Request name and place it on the Customer Portal.