need to conver sc_req_item into incident

[snowDevDevs]

Hi

we are having this repeat problem in our organisation that a few times in a day people are misusing Catalog Item (Request Something) form and raising requests when they need to report an incident in reality

so our service desk is spending a lot of time converting such sc_req_item into incident manually

they want to automate this so this consumes lesser time

has anyone faced this issue before? if yes, how did they address this?

I am looking for a future proof solution

we did try to address this by improving our guidelines at the top of the request form but not much change, people are still mis-using the form and raising it to report incidents

we have a separate form for reporting incident 'Something Broken' but sometimes (almost everyday) some users are raising the form 'Request Something' instead of 'Something Broken'

and now business needs an automated way to convert sc_req_item into incident. Something similar to 'Call type' field we have on Call record to convert a Call into incident/request

Please advise if you have relevant experience or knowledge?

Much appreciated 

Thanks and Regards

[Ankur Bawiskar]

@snowDevDevs 

This is more of business process and part of user training that they should use the correct catalog form to submit the request and incident.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Runjay Patel]

Hi @snowDevDevs ,

You can do below.

1. Ask reason to fill in which they are requesting for.
2. Put proper confirmation message once they click on submit button.
3. Add one new field with option "Issue with something/Looking to Place Order".
4. If they select "Issue with something" then redirect them to 'Something Broken' .

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[AndersBGS]

Hi @snowDevDevs ,

Why not just create a UI action to be utilized if the ticket should be converted from a RITM to an incident or incident to RITM?

If my answer has helped with your question, please mark my answer as accepted solution and give a  thumb up.

Best regards

Anders