Can you convert a case to an incident and vice versa?

[danwright]

We have a use case where people working in the business area who will be using case type tickets might need to transfer to IT people who are working in incident tickets. Can these ticket types be converted when needing to transfer?

Would that be bad practice to do so? Are there any other solutions besides giving those business people and IT roles for both ticket types? We keep incident for IT work only, and business case tickets for business work.

Any help is appreciated.

Best Regards,

Dan Wright

[Community Alums]

Hi @danwright ,

You can create a UI Action: Create Case that appears on Incident state & configure script as below.

var gr = new GlideRecord('sn_customerservice_case');
gr.short_description = current.short_description;
gr.description = current.description;
var customerservicecase= gr.insert();

GlideSysAttachment.copy('incident', current.sys_id, 'sn_customerservice_case', customerservicecase); //copies attachment if any can be commented if required.

current.u_incident= customerservicecase;////Considering there is a custom Incident field on customer service form that copies the sys_id of incident.
current.update();

action.setRedirectURL(gr);

Also, 

1. Open any case in your Instance.

2. Right-click on the form. Then we have an option called Create Incident :

If you Click create Incident then it will create a new Incident and case number will update on the Activity Stream.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Kevin Velovski]

Dan,

As per the diagram below CSM is designed to have integration between case mgmt. and the service management processes. This is the recommended best practice.

For more information about how you should create INC, REQ, CHG, PRB from case see this documentation.

https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/csm-integration-service-management.html

Cheers,
Kevin

[danwright]

Sorry for the late reply on this helpful information. Can you also create a case from an incident using out of the box functionality?

[Community Alums]

Hi @Dan ,

Were you able to get any information on Converting or creating a case from Incident Form? If yes, Please share it here.

Thank you,

Govind Das