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

[Deepak Ingale1]

• It is always better users creating tickets via portal if you don't have a matured "email handlers" in the system. It is also expected that you might end up having misclassified tickets created by users not aware with the process. Surprising thing for me is "Resolvers" or "Fulfillers" also creating wrong 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?

              If users are calling helpdesk or ServiceDesk, then it should result in correct tickets. This will involve educating Helpdesk/ ServiceDesk people which will be more easier than educating end users.

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

                  There are some of the examples available on ServiceNowGuru site, one of them is GlideDialogWindow: Advanced Popups Using UI Pages - ServiceNow Guru

• 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.

                  A call module would be the option in this case, you ask users to raise a call and then ask Helpdesk to classify those into Incident or Service Requests.This will certainly avoid misclassified tickets. The disadvantage is, it adds number of calls for Helpdesk, which can certainly be avoided if "end user" is aware with what he has raised proactively, that is why I suggested about popup message for Service requests and Incident catalog items. This popup message will display the moment user opens up the catalog item form, you can then populate the message you want to convey to users before they submit the request / incident via these catalog items.

[twright5]

We did this at our company, only it was not a button, it was a right click UI Action from the Incident ticket header.

If the incident ticket was new and not yet saved, then it created a service request and did not save the incident and redirected the service desk personnel to the newly created service request.

If the incident ticket was saved, then it closed the incident ticket with converted to service request as the closure code, and created the new service request.

Tom

[vicmak]

Thank you for the reply!

Is that working well for you? And does it matter if the tickets were created via portal, service agent, or resolver group?

Would it be possible to connect to see how it works?

Thank you!

Victoria