Hello, Claudio.

You can change type, service, sla, priority, impact in AgentTicketPriority action. https://<your-host-name>/otrs/index.pl?Action=AgentTicketPriority&TicketID=4489

Claudio Tassini пишет:

Hi guys,

i've searched the mailing list archive but I couldn't find an answer to this. Is it possible to change the "Type" of a ticket (obviously after enabling Ticket::Type: ) . It would be useful because sometimes customers make requests as "incident" when they are "Service Request", and I need to set specific notifications in this case.

Many thanks in advance!

--
Claudio Tassini
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