Incident Type re-classification

Am I right to assume that an incident can be 're-classified' from one Type to another (eg "Defect" to "Issue") at any time using workflows?

Where the incident reaches a status that permits the current owner to re-classify (eg the Lead Architect reviews a Defect and decides it's actually a Change Request), are we supposed to simply terminate the workflow for the old Type (Defect) and begin a fresh workflow for the new Type (Change Request)?

Or else does there need to be a 'transition action' to handle the re-classification?

Thanks.

1 Replies

Adam S

re: Andy Smith on Tuesday, July 12, 2011
Thursday, July 14, 2011

You can reclassify incidents as different types at any workflow step that has the "Type" field marked as "Enabled", you don't need to explicitly have workflow transitions (unless you want it that way). When you change the type field, the incident will switch over to the new workflow (if the type uses a different workflow) at that point.

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Started: 7/12/2011
Last Reply: 7/14/2011
Replies: 1
Views: 457

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