Incident to Request Recategorization

tchampagne
Tera Contributor

Wondering if anyone here has had luck with recategorization of Incidents to Requests and how they work today within your organization. 

 

  • Do you utilize Interaction records at all? Would this be easier to have the Incident reverted to an Interaction record first?
  • Have you set this up for an Incident to be able to recategorize into any catalog items, or just select items?
  • Which fields did you have mapped, and has this caused any issues?
  • What is the biggest complaint about this process?
  • How valued is this for agents?
1 REPLY 1

Abbas_5
Tera Sage
Tera Sage

Hello @tchampagne,

Please refer to the below link:
https://www.servicenow.com/community/itsm-forum/best-practices-incident-categorization-an-idea-feedb...

 

If it is helpful, please mark it as helpful and accept the correct solution.

Thanks & Regards,

Abbas Shaik