Convert Incident to Case and vice versa

[Steve Kelly]

Hello community!

I came across an article on Hi about how to do a basic conversion of an Incident record to a Request record:
https://hi.service-now.com/kb_view.do?sysparm_article=KB0694006

The article seems pretty straightforward. However, we have an implementation in our instance of both ITSM and CSM, and we have a need to convert Incidents to Cases and vice versa.

I tried copying the steps for Incident to Case but they did not work, I suspect because CSM is a scoped app. I tried modifying the client script to do a GlideAjax call with a script include instead but could not get it working. 

Has anyone done this or know if it is possible?

Thanks,

Steve

[Rich Dennis]

Navigate to the Table's Dictionary Record. On the Application Access tab make sure that "Accessible from" is set to "All application scopes", and that "Can create", and "Can update" are checked. Save/Update the record. This should allow an Incident Business Rule, which is Global, to create/update records on the CSM Scoped table.