What is the best way to change ‘Requests’ to ‘Incidents’ or vice versa

[amit_kishore]

Hi all,

we have a requirement where we need to create an incident from SR and vice versa.

can someone please help with technical steps with best practice 

Regards,

Amit

[Mark Manders]

Best practice would be to have a UI action that creates an Incident from the requested item, putting the info into the incident and closing the RITM, SC tasks and Request. You need to decide what info you want in the Incident. It's up to you to put a work note in there like ' created from....'  and close notes on the RITM as ' created into INC....' or make the RITM a child of the incident, so you have a clickable reference to the original ticket.

For INC to SR it's a bit trickier, since a RITM also has a REQ attached... Do you have a general Request type that you want it to turn into? Because if it has to be specific items, it will be more difficult to move it.

[Hajar BENJAHHAR]

Hello amit_kishore, 

For me the best way to convert requests to incidents is  to:

•  Identify the conversion will be available for requests created by all catalog items or only for a specific catalog item. 
• Identify which fields will be mapped to the converted incident record
• Define the status that will be assigned to the request once it's converted
• Create a subflow to automate the conversation
• Create ui action that will trigger the subflow and define who will have the permission to convert the request
• Add worknote that contains a link to the newly converted incident
• Use parent field to avoid duplicate records : link the request as parent record of an incident once it has been created. 

I hope this helps

Best regards, 

Hajar