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Classification changes not refreshing Incident Type

  • 1.  Classification changes not refreshing Incident Type

    Bronze MVP
    Posted 12 days ago
    One of our testers found an interesting behavior in version 10 (maybe 9.6 and above?)
    When they make an initial Incident classification, it designates the ticket as either Incident or Service Request and the Priority matrix changes accordingly.  If they do not use that "Clear' classification feature, and simply try and search for a new classification, it does not update the incident type or priority (if it moves from Incident to Service Request, or vice versa)




    Not a huge deal, but not sure if anyone else has seen this?

    #Forms

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    Kody Gillen
    Faegre Drinker Biddle & Reath LLP
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  • 2.  RE: Classification changes not refreshing Incident Type

    Expert
    Posted 9 days ago
    Out of box, the Incident Type field should automatically update based on the new Incident Subcategory selected. Here's the OOTB configuration of the Incident Type field:


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    John Stagaman - Technical Account Manager - Cherwell Software, LLC.
    Any comments are my own and are not a statement on behalf of Cherwell Software, LLC.
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