We're showing this isn't resolved either. The reporter assigned by the service desk agent still cannot see the issues via the portal or the link from the email.

I agree, this matter isn't resolved and it would save a lot of duplicated effort.

Yes, this issue has not been fixed as of July 2017. How can I manually edit Customer Request Types on tickets? Moving is not an option as several Request Types share the same Issue Type.

What was the resolution to mark this done?

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.