Agent Workspace : Convert Incident to Request using UI action

[Sujatha V M]

Hello Team, 

I'm facing a issue where I have created a new UI action "Convert to Request" on Agent workspace. 

On click of this button, it routes to Service Portal and display a generic catalog item form. 

I'm facing trouble in passing the caller id value to requested for on the catalog item form. It just clears the value but doesn't set it. 

Can someone help on it? I have reviewed multiple reference links for this issue.  

Thanks, 

Sujatha

[Dr Atul G- LNG]

Hi @Sujatha V M 

I am confused now.

1. User raised an incident

2. It assigned to Fulfiller. 

3. Now Fulfiler think itis not an incident, so need to raise a request.

Now

Why fulfiler go to Portal to create a request.

or

If end user think it is no Incident then user can close the Incient from portal and raise request. dont give authority to end user to convert Inc to Request. 

[Sujatha V M]

@Dr Atul G- LNG  Yes, earlier fulfiller used to provide the necessary comments and resolved the incident. 

Now they want this option, so that fulfiller can raise a request on behalf instead of asking the reported users to do it again. 

Sometimes it’s beyond our control even after educating on it and it’s necessary to do the configurations. 

[Dr Atul G- LNG]

Hi @Sujatha V M 

Got the point, so now you want the fulfiller will create a request on behalf of end-user, I tried the same in SOW and it is working fine with UI Action - Create Request .

[Narsing1]

Hi,

I have created an article about this.  Please go through with that and you can download the update set as well.

convert incident to a request

Thanks,

Narsing

[Sujatha V M]

Thank you @Narsing1 !! I had gone through your article before posting it. Your article helps when its done from native UI but in my scenario, it required from workspace and they don't want a custom table created for this. 

Thanks, 

Sujatha