Create Incident From Request in Service Portal

[Wasdom_Kung]

Hello,

I am looking to see if this is possible and/or if it has been implemented by anyone already:

We are looking to see if it is possible to open an incident from a closed requested item via the service portal for an end user, example - if a request has been closed but something was missing, we want to give the customer the ability to open an incident that will take ask for a reason for opening and assign the incident to the assignment group that closed the requested item/latest task.

If there is anything like this already or if it is a possibility, I look forward to hearing about it, thanks!

[Oluwatosin Dada]

I am not sure its good practice but I think it is possible,  you can check the Business rule "task reopener"

it has a setting for reopened tasks (and sc_task is an extension of this) to a default work state.

If my reply has helped in any way, kindly mark it helpful/correct. Thanks!

[Wasdom_Kung]

Yeah - it isn't best practice to re-open requests, items or tasks but I think it may be easier to just create an incident producer that will ask for a requested item number and why it should be re-opened from there instead.

[Oluwatosin Dada]

Yes, that will be a better option