Service Request processing best practice

[vyjayanth]

Not sure if anyone has done this already. Wanted to know the best practice to have a Request item to be converted to another Request Item with out losing the Request number.

Requirement is when user submits from self service portal (like other service request). The Service desk should be able to cancel the request item and initiate creation of a new Request Item (Catalog Request). Which would be filled by the service desk rep. Or if possible should be able to initiate a request item form and send a link to the customer to complete it. Once this is done a new RITM should be added to the REQ.

Thanks in advance

My solution was to convert to a ticket and then ticket would be converted to a specific catalog request. But still not sure if the service desk could send an link to the catalog request initiated.

[vyjayanth]

Request to please provide suggestions thanks in advance

[Brad Tilton]

This type of thing will likely have some complexity to it. You'd have to pass the sysid of the current request item to the form of the new catalog item as a url parameter and copy it into a variable, then do something with it on the back end like copy it to the parent field of the ritm.

[vyjayanth]

Hi Brad,

Thanks for the quick response. I Have created a below UI Action on the Request level (form context menu) so was able to create a new Request Item by sending the Request number. But the system is creating a new Request and request Item with the same request number. Please suggest what am i missing

function validateCommentsInc(){

//write client side code for example,

if (g_form.getValue("comments") != ""){

                gsftSubmit(null, g_form.getFormElement(), 'cancel_req');

      }

      else{

  alert("Please ensure the Additional comments (Customer visible) is populated first by informing the customer");

              return false;

      }

}

(typeof window == 'undefined')

      serverScripted();

function serverScripted(){

//current.request_state = 'Closed Complete';

current.work_notes = "Request cancelled by ITIL user and new Request was opened.Please refer to the 'Requests' related tab below.";

current.update();

var ourUser = session.getUser();

session.putClientData('caller_id', current.caller_id);

var url = "catalog_home.do?sysparm_view=catalog_default&sysparm_processing_hint=setfield:request.number=";

url += current.number;

action.setRedirectURL(url);

}