Changing request type in Jira Service Management

Use this article to learn how to change the request type on a ticket in Jira Service Management. If a request is submitted via the customer portal, the customer has the option to select the request type.  A request may need to be changed by you, the agent, if the request has been classified incorrectly or if the original request has been escalated/changed to a different type of request.

Step-by-step guide

  1. Open the ticket.

  2. You will see the Request Type field on the right.

  3. A drop-down menu of request types will be available for you to select. Once selected, it will automatically change the request type. You may see different request types depending on your faculty or department.

Need help?

Contact the IST Service Desk online or 519-888-4567 ext. 44357.

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