Convert Incident to Request in Spaces
- 22 Oct 2024
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Convert Incident to Request in Spaces
- Updated on 22 Oct 2024
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Article summary
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Easily convert a service record type from an Incident to a Request, and vice versa.
Requirements:
SysAdmin or Admin permissions
Spaces activated and enabled
Check the Allow Admins to change SR Type from Incidents to Requests and vice versa under Settings > Service Desk > General Service Desk Customizations
How it works
To convert the ticket type from Incident to Request or vice versa, click the 3-dot menu in the top right corner of the ticket view. You can also convert a ticket right from the queue view by clicking the 3-dot menu on the left side of the ticket.
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Any notes, messages, attachments, and solution resolution will remain within the converted ticket view. You can also see the conversion action within the Journey tab of the ticket.
Service Record data fields
Fields that exist in both templates will be migrated to the new service record type. All other fields in the converted ticket type will be populated from the chosen template.
If any required values are empty, the ticket will not convert unless all the necessary details are filled in.
When converting an Incident to a Request
You can choose whether to use the Default Request Template or a different template that’s better suited to this specific request
The available details will be automatically populated with the details in the ticket
Once the change is applied, the relevant workflow will be added to the service record
When converting a Request to an Incident
An alert appears, warning you of possible data loss. If you still want to convert the request to an incident, click OK.
You can choose whether to use the Default Incident Template or a different template better suited to this specific incident
Additional actions
Additional changes and updates to the Service Record can be performed in the Hybrid view. To learn more, see Service Record Actions in Hybrid View.
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