Convert Service Request to Incident Request

Technicians can convert service requests to incident requests if an incorrect request template was used while logging the request. The converted incident request will contain all the details recorded in the service request.

To convert incidents to service requests,

1. Go to the request details page
2. Select Actions > Convert as incident request.
3. Select the preferred incident template.
4. 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 incident 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 service template.
   • Add Task from Template: Add tasks configured in the incident template to the request.
   • Add Checklists from Template: By default, checklists and its values in service requests will be retained after the request is converted into incident request. If this option is enabled, the checklists in the selected incident template will also be added to the request.
5. Click Convert.