How to change a ticket from an Incident to a Service Request

Overview

Following ITIL best practices, TDX tickets should be appropriately designated as Incidents or Service Requests. Depending on the input method or form, the TDX Agent may need to adjust this as needed.

Issue

When editing a TDX ticket you can change the Form value using the drop-down but will see this error:

Troubleshooting

The correct way to make this change is to:

1. Exit the ticket Edit view by clicking the [ To Detail ] button to return to the ticket's home screen.
2. In the ticket click the [ Actions ] button and select Edit Classification.
3. Select the appropriate new Ticket Classification and click the save icon to save the change.