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Change the workflow and issue type of a request type

The features described in this article are available for service projects using the early access ‘Replace workflow’ feature. Learn how to access this early access program.

To replace the workflow or issue type of a request type:

  1. From your service project, go to Project Settings, then Request types.

  2. Find the request type you’d like to update and open the ‘More’ menu (:three-dots:).

  3. Select Replace workflow.

  4. In the replace workflow panel on the right, open the Select workflow menu and choose the workflow you’d like to use for your request type.

  5. If needed, select a new issue type for your request type using the Change issue type menu. You can only choose from issue types that have been assigned to your selected workflow.

  6. Select Update.

  7. If you need to update the workflow statuses for any of your existing issues (for example if your previous workflow has statuses that don't exist in the new workflow), we’ll prompt you to select new statuses to replace them. Select Confirm when you’re done.

  8. If there are are a large number of issues to update a loading bar will appear. Keep this page open and continue working in another tab until the update is 100% complete.

  9. When complete, close the tab or select Go to Request types to return to the Request types page in your Project Settings.


To change the issue type assigned to a workflow:

  1. From your service project, go to Project settings, then Workflows.

  2. Find the workflow you’d like to update and select Assign in the Issue types column.

  3. Select the issue types that you’d like to assign to your selected workflow.. An issue type can only be assigned to one workflow at a time.

  4. Select Finish to assign the issue type to the workflow.

  5. Select Update.

Additional Help