How do I change a ticket's issue?

  • 26 January 2022
  • 4 replies

Userlevel 7
Badge +16

When working a ticket, where do I go to change the issue?


Best answer by Reesa Azar 26 January 2022, 20:09

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4 replies

Userlevel 4
Badge +9

It is possible to change the issue of an existing ticket. While on the ticket screen simply select More > Change Issue and then choose your new issue.



I frequently am unable to select a different issue category. We have categories for hardware, software, network, and accounts. Once one has been selected, I don’t seem to have the option to change to another category. 

Userlevel 7
Badge +13

@MWalter 70fb00 pasoroblesjusd Thank you for commenting on this thread. 

Would you mind providing an example ticket number of this happening? 

Userlevel 6
Badge +12

@MWalter 70fb00 pasoroblesjusd I think I know what you’re referring to, and it depends on the category you select, but anything under “Hardware” or “Software” is considered an “asset”, and attempting to change the issue on the ticket makes it stick to whatever category the “asset” falls under.

So on the ticket, if you unlink the asset from the ticket first and then attempt to change the issue it should allow you to choose anything at that point.