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Suggestion
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Resolution: Unresolved
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None
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88
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30
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NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.
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
- 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.
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[JSDSERVER-349] As an admin I want to be able to change the Issue Type for an existing Service Desk Request Type
Pls add this feature. We have a lot of Request Types, customised and with a lot of translations. Re-Building these Request Types is very time consuming.
This should be out of box thing to change the configuration from Admin perspective
Sorry Atlassian its becoming too cumbersome to manage your products, we are exploring new tool sets for these reasons
@jehan,
The biggest thing here is many hours are spent making Service Desk Request types. End users may select one Issuetype to map it to but then change there mind.
We have Hundreds of request type in our Jira instance. Sometimes having re-create a whole request type just to change the issuetype is time consuming and a huge pain especially if a team has decided to make several changes to their Service Desk.
My currently example is a team created their Service Desk Request and forgot to change their Issuetype, not they have to recreate over 20 request types. Which means re-mapping the fields and all the text was entered.
One solution that I can think of is just allow a Copy Request type option that keep all the Request type text and field renaming but allow for customization and changing Issuetype.
Also I can't access your survey.
@Jehan,
docs.google is blocked and not agood vehicle. I just typed a longer response, but it didn't show after I clicked save.
Hi everyone,
I'm a product manager at Jira Service Management and I'm looking to understand the need here so we have a better understanding of how this could be solved.
If you are able, we'd love for you to complete this survey so we can get your more detailed feedback and collate it.
Please click here to complete the survey.
Best regards,
Jehan
+1