Incident to Request Recategorization
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03-21-2024 01:44 PM
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
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03-22-2024 03:47 AM
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