---
title: Reclassify Ticket
slug: citsmart-8-en/reclassify-ticket
description: Learn how to reclassify a ticket and make necessary changes in this document. Access the Ticket Management functionality, select the ticket, and click on "Reclassify". Justify the reclassification and ensure email notifications reflect the changes. Verify
docTags: 
createdAt: 2022-01-19T23:00:18.000Z
---

After creating a ticket, it is possible to reclassify the information of a ticket after its opening. This option sends an e-mail to the request, informing the user about the made change.

It is not allowed to delegate a ticket to an attendant if its status is Solved.

## Before getting started

To reclassify a ticket, the user must belong to an executor group. In the
 group screen, link the Flow to the option "**Change SLA**", also have permission to "**create**" in the activity flow of destination, that is when the
 reclassification includes a change of activity, and if it is a different scenario
 flow.

## Procedure

1. Access the functionality of the Ticket Management through the main menu `Processes  > Request and Incident Management > Service Request and Incident`;
2. Select or search for the ticket;
3. Click on the ticket, select the button “**More Options**” and choose the option
   "**Reclassify**";
4. Make the changes.

:::hint{type="warning"}
⚠ <u>**Attention!**</u>

When reclassifying a ticket, it is necessary to fill in the **Justification for reclassification** field so that all the people involved in the process
&#x20;are registered, and the updates regarding changes related to it.
:::

:::hint{type="success"}
✅ <u>**Rule:**</u>

If the description is edited, the changes made to the
&#x20;description will be displayed in the e-mail notification. This e-mail will only be sent if the parameter 231 "**Activate - Send
&#x20;an e-mail when an incident is edited**" is activated.

The reclassification
&#x20;process includes an implicit delegation to the target Group or Attendant, in earlier versions the user had to: reclassify, capture the activity, and
&#x20;delegate to another group.
:::

## What to do next

Verify in the page of related tickets if it has the reclassification.