What prevents reclassification of a form?

Hello, I have a service and form that is classified as a service, but I cannot reclassify the tickets.

I'm not sure I have seen this before, but what could prevent the reclassification?

Thanks, Tevis

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Asked by Tevis Boulware on Wed 10/30/24 1:58 PM
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Answer (1)

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Mark Sayers Wed 10/30/24 2:05 PM

Hi Tevis,
Do the tickets in question have a workflow assigned to them currently?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Yes the tickets have a workflow attached. I see by removing the workflow we can reclassify. The help for promotion classification states:

"The classification that the ticket will be promoted to. If no classification is selected, the ticket's classification will not be changed during the workflow's execution."

To confirm, if we set this to "release," the classification will always be set to "Release" when the workflow is attached.

Thanks, Tevis - Tevis Boulware Wed 10/30/24 3:21 PM
You'd have to A) configure a promotion classification and B) identify the step of the workflow at which the ticket gets promoted to the designated classification, meaning the workflow reaches the identified step (which *can* be the first step of the workflow) and the ticket is auto-promoted to the indicated classification. - Mark Sayers Wed 10/30/24 3:24 PM