Convert to Service Request
A technician can now convert an Incident Request to a Service Request from the Details page.
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Technicians holding the required permissions to create and update the desired request fields can convert the Incident to Service Request and vice-versa.
To convert,
- Select the "Convert to Service Request" option from the More Options section of the Incident Request Details page as below.
- Select the required published Service from the "Service Request" dropdown and set the configurations below.
- Do you want to overwrite existing data: Check to overwrite the existing details. It will display the default values. If unchecked, the existing details of the Incident Request will be retained.
- Remove Previous Tasks: Check to remove the previously created tasks. All the old tasks will be retained in the Service Request if unchecked.
- Remove Relations: Check to remove the previously created relations. All old relations will be retained in the Service Request if unchecked.
- Remove Approval Details: Check to remove the previously created approvals. If unchecked, the approvals will be retained in the Service Request, where the pending approvals will be ignored.
- Service Request Fields: Enter the details related to the Service Request.
- Once done, click Convert. On conversion, the Request's status will be set to default, and the details page will appear with its pre-configured values. Also, the audit entry will appear in the Audit Trail tab as shown in the below video.
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- When converting Incident to Service Request and vice versa, the SLA condition will refresh, and the valid SLA will get applied as per the Request type (Incident or Service Request).
- The Request Type and Prefix will be updated per the converted Incident and Service Request.
- If the Incident and Service Request are resolved or closed, the "Convert to Service Request" and "Convert to Incident" options will be unavailable.
- The following details will be retained in the Incident and Service Request from the Service Request and Incident Request respectively:
- Work (Reply, Forward, Collaborate, Note, Diagnosis, Solution)
- Work log
- Audit Trail
- Notification
- Source
- CC Mails
- Request Age