Convert Incident Request to Service Request
Technicians can convert incident requests to service requests in the following cases:
- Incorrect request template was used while logging the request.
- Incident resolution involves providing a service.
The converted service request will contain all the details recorded in the incident request.
To convert incidents to service requests,
- Go to the request details page
- Select Actions > Convert as service request.
- Select the preferred service template.
- Choose how to handle the request data by enabling the following options:
- Overwrite Field Values with Template Values: Update existing field values with the values configured in the selected service template. You can choose to apply template values to all fields or only empty fields.
- Delete Previous Template's Tasks: Delete tasks added to the request from the incident template.
- Add Task from Template: Add tasks configured in the service template to the request.
- Add Checklists from Template: By default, checklists and its values in incident requests will be retained after the request is converted into service request. If this option is enabled, the checklists in the selected service template will also be added to the request.
- Click Convert.
The Edit Service Request form is displayed, make the necessary changes and click Update Request.
If the total number of checklists exceeds 5 after adding checklists from the service template, the incident request will not convert into service request.
If the service template is modified using the
Select Template field in
Edit Service Request form, tasks and checklists will be added as explained
here.
After converting an incident to a service request, all the previous approvals and associated problem requests will be removed .
