Convert Requests to Incident or Service Requests

Convert Requests to Incident or Service Requests

Technicians can convert incident requests to service requests in the following cases:
  1. An Incorrect request template was used while logging the request.
  2. The incident's 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,
  1. Go to Requests and choose the respective customer from the drop-down in the header.
  2. Click the subject of a request to open it.
  3. Click Actions and choose Convert as service request or Convert as incident request.

  1. Select the preferred service template.
  2. Choose how to handle the request's data by enabling the following options:
    1. Overwrite Field Values with Template Values: Update existing field values with the values configured in the selected template. You can choose to apply template values to all fields or only empty fields.
    2. Delete Previous Template's Tasks: Delete tasks added to the request from the incident template.
    3. Add Task from Template: Add tasks configured in the template to the request.
    4. Add Checklists from Template: By default, checklists and their values in incident requests will be retained after the request is converted into a service request. If this option is enabled, the checklists in the selected service template will also be added to the request.
  3. Click Convert.
  4. The Edit Request form is displayed; make the necessary changes and click Update Request.

If the total number of checklists exceeds five, the request will not convert into an incident or service request.
 
If the template is modified using the Select Template field in the Edit Request form, tasks and checklists will be added as explained here.
 
After converting a request, all the previous approvals and associated problem requests will be removed.

    • Related Articles

    • Raise an Incident/Service Request

      A request is anything that is raised by an employee in the organization to the support or IT team, and in this case, the Manage Service Provider (MSP). A request is typically raised in order to solve an issue, require assistance, or request ...

    • Incident Template

      Incident templates are used to build forms with pre-populated data that can be utilized to log incidents quickly. Templates save time and effort by effectively capturing necessary information. Role Required: SDAdmin Benefits: Collect information for ...

    • Incident Workflow Editor

      The Workflow Editor enables you to build a directional pathway for the service request to follow through its life cycle. The workflow editor is provided with an expandable, scrollable canvas for creating workflow diagrams and a collapsible stencil ...

    • Duplicate Requests

      Role Required: Technicians with Add Request permission When a request has multiple issues, many technicians may have to work on it. In such a case, a request is duplicated so that each duplicated request carries a single issue. This makes it easier ...

    • Search Requests

      In the Requests module, you can search through various fields, attachment names, merged request IDs, descriptions, conversations (excluding automated responses), and notes. This includes all Active, Trashed, and Archived requests. Search results can ...