Inbound Ticket (Incident) Best Practice: Convert Incident to Request

[amarks]

Hi folks,

I'm not sure if this is the right forum, so please feel free to redirect me if it isn't.

I'm new to ServiceNow; I come from a number of different service desk tools where this is handled, so I'm wondering how we should be handling this in ServiceNow.

Please assume that email will always be a support channel or that people may use an incident form for something that really should be a service request:

Inbound Email creates an incident

Upon triage, we realize it is a service request.

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In other tools, this is where we <click> the "Convert to Service Request" button.

-some tools open a new generic request, copy the contents to the new request, and close the incident

-tools allow you to to select a request form/template, populate remaining required fields, and close the incident

-some actually remove the incident and copy the contents to the request

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We aren't interested in putting in the excellent, sophisticated customizations provided by the ServiceNow community. This is such a common use case that if ServiceNow has not implemented a solution, I have to assume they recommend it is solved some other way.  What is that other way?

Is it that the agent is expected to manually open a request, copy the content by hand, and closes the incident?

Thanks in advance for your feedback.

Sincerely,

Adam

[Dr Atul G- LNG]

Hi @amarks 

Greetings!!

As per me, converting the incident to Request via inbound is not a good way, the reason begin what condition we mentioned in inbound according to that system will work and for the conversion, a human intervention is required. Might be when Gen AI or AI is fully developed and mature then it is easy to convert but in current time, i doubt. I might be wrong and open to hear more inputs. 

[Ryan Duce · Accepted solution]

If you anticipate both incidents and requests coming in to the same email inbox and you want an opportunity to triage the ask before creating the relevant ticket, have the email create an interaction. There are out-of-box UI actions from both core UI and workspace for creating an incident and a request off the back of an interaction. The nice thing about creating a request from an interaction is that the agent gets to choose the type of catalog item to make sure it's not submitted simply as a "general request".