Changing the Classification of a Ticket

Who can use this feature?

• User must meet all permissions defined at the top of this article, plus
• Application-level Security Role: The user will be able to change a ticket's classification.

Note: This permission does not allow changing the classification of a ticket that is in a workflow.

If you need to reclassify a ticket — for example, changing an Incident to a Problem or a Change to a Release — you can do so using the Edit Classification option.

To change the classification of a ticket:

1. In Work Management, navigate to the Ticketing application and open the desired ticket.
2. Click the Actions button on the General tab, and select Edit Classification.
3. Review the classification warning message at the bottom of the popup to understand what may be impacted by the change.
4. Select the desired classification from the New Classification dropdown.
5. Click Save.