cancel the incident using business rule

[HARITHA KHAREED]

if i click on incident to request button it should redirect to portal and it should the  request after click on submit once request is created then i want to cancel the incident using business rule

[Rajesh Mushke]

Hi @HARITHA KHAREED,

You can do this from the request button itself, is there any reason for not doing it from button?

[ersureshbe]

Hi,

An out-of-boxcapability is available to convert an incident into a Service Request. However, once the Service Request is created, it should not be canceled; instead, it should be linked to the incident and treated as a parent ticket. The associated incident should be mapped to the appropriate changes based on the state change of the Service Request. Canceling the incident is not considered best practice. It is advisable to manage the incident and Service Request concurrently.