Ticket Type field cannot be changed after ticket creation.
Reproducing the Issue
Go to the Service work centre.
Select the Tickets view.
Click the New button.
Fill in all mandatory fields.
Save the changes.
Open the new created Ticket.
Click the Edit button.
You see that the Ticket Type field is greyed out and cannot be changed.
Once selected it’s not possible to change the ticket type, irrespective of the channel through which the ticket was created (email, manually, social, etc.).
Background: At present the ticket types for Employee Support and Customer Support behave slightly different (regarding party determination) and hence the ticket type is always display only.
This is the expected system behaviour.
KBA , SRD-CC , Cross Components , How To