We are using WHD slightly "off-label" for processing various service requests, not just IT help. There is considerable back-and-forth communication with our clients. Based on the Client's responses we route tickets to different Tech Pools and tickets often go Client-Tech1-Client-Tech2-Client-Tech3 before being closed. As the subject says, is there a way for the Client to change the Request Sub-Type after the ticket is created? Our current work-around is to have a Custom Field which is a drop down that mimics a list of request sub-types. The Client can change the selection and then a set of Action Rules checks for each value in the Custom Field and updates the Request Type.
While this does work, it is getting somewhat complicated to follow as out business processes grow and expand. Currently, for each Parent Request Type, I need a CustomField_SubType (but labeled something user friendly) and then an additional set of rules to update the sub-type.