Reclassifying Ticket

after creating a ticket, it is possible to reclassify the information of a ticket reclassify the information of a ticket after its opening this option sends an e mail to the request, informing you about the change made 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 has to belong to an executor group, in the group screen; link the flow to the option " change sla "; in addition, to 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 access the ticket management functionality through the main menu processes \> request and incident management > service request and incident ; select or search for the ticket; click on the ticket, select the " more options " button, and choose the " reclassify " option ; make the changes ⚠️ attention ! when reclassifying a ticket, it is necessary to fill in the justification for the reclassification field so that all the people involved in the process are registered, the updates regarding changes related to it ✅ rule if the description is edited, it will be displayed in the e mail notification, the changes made to the description this e mail will only be sent if the parameter 231 " activate send an e mail when an edited incident is activated " the reclassification includes an implicit delegation to the target group or attendant, in earlier versions the user had to reclassify, capture the activity and delegate to another group what to do next verify in the page of related tickets if it has the reclassification