Automate Converting Incidents to Service Requests

[vicmak]

Has anyone done this? We are having a problem with users creating incidents when they should be creating service requests. Currently, we ask that the service desk agents or resolver groups close the ticket and open a service request which is confusing for users- they get an email indicating the ticket has been canceled and then another one indicating a service request has been opened- or we leave it as incident which negatively impacts the MTTR. We also don't have a way to correlate the two for reporting purposes.

We have asked our contractor to build a workflow that allows the automatic conversion of incidents to service request by clicking on a button.

Has anyone done or seen this done? Are there any other solutions for this problem? Any potential problems with it?

Thanks,

Victoria

[Pradeep Sharma]

Hi Victoria,

You may find the below link helpful.

Service Desk Call - ServiceNow Wiki

[Mike Allen]

In the past, I have used the Call table to record things that come into the Service Desk.   That has a mechanic for changing it to SR or Incident.   If nothing else, you can see how that is done and copy it.

[Deepak Ingale1]

Hi Victoria,

There are several things associated with your issue

1) How end users are creating an incident? Is it via email address or they just visit the portal and create it from there.

• If they are creating an incident via email, it must happen via OOB "Create Incident" inbound email action. This email action runs for every email which arrives in the system which is classified as "New" and creates an incident. If you want email to create a Service Request, then you will have to define separate inbound email actions with specified conditions so that requests will be created
• If end users are creating an incident or request via portal and if these users are not aware of what to raise when, then this is right candidate for having some kind of knowledge sharing with end users. You can also populate some kind of pop up messages on catalog items / record producers to alert users to let them know if they are raising an incident or service request.

2) ServiceNow also provides the "call" module, it is nothing but the "call" record which gets created for both request as well as incident for end users. Service                   Desk / HelpDesk has to classify this call as an incident or request then raise it on behalf of the end users. Problem with solution is that it involves the lots of intervention from HelpDesk, but advantage is you have the right classification of calls as incident or service request.

[vicmak]

Thank you for the reply!

Users are creating the incident tickets via portal and it is obvious that they are not aware of the difference between incidents vs service request. The ideal situation is that we improve our portal and drive users to the right place. Until that happens and we educate our user population better we are caught up with a large number of misclassified tickets. In many cases even the resolver groups create those tickets.

We stop creating tickets via email for the most part, asked users to either call or use the portal. Is this something that you wouldn't recommend?

The pop ups sound interesting, are there any examples I can see on any site?

Ultimately, I would like to get your input if you see any problems or think there is any value on doing the customization on converting the tickets.

Thank you much!

Victoria

Sent from my iPhone