If someone submits a ticket using a Service Request template, when they should have used an Incident Report, we need the ability to change the ticket to an Incident Report. (We often get people reporting Incidents using SR templates. For the one off incidents it's bearable but when we get a mix of incident reports and servcie requests all for the same incident, we cannot merge them together and close them all in one go.

 

Similarly, if soneone submits a ticket using an Incident Report template when they should have sued a Service Request template, we need the ability to change the ticket to a Service Request.