Is it possible to raise a request from an Incident in Service Operations Workspace

[michelle kirk]

Hi

I have looked at the documentation on SOW and I can see a button for Create Change Request

Is there an option to have a button for Create a Request, the reason is so when an incident is raised and it is determined that the kit needs to be swapped out that the service desk, press the request function that then creates the request, is linked to the incident, which enables the relevant team to handle the replacement item, the Incident goes into a Hold State until the Request is Completed. 

Would the function if possible, then allow the fulfiller to reject the request and the incident goes back into a work in progress state  ?

[Sujatha V M · Accepted solution]

@michelle kirk  In the OOB, you can a button "Create Request" on the incident record in SOW. 

On click of this button, it routes to the catalog homepage within the SOW which allows you to submit the request but the incident remains on the same state. 

Is this your requirement or you would like to have a button action to convert the incident to request without filling the form? If that's the case you might need to do customizations. 

[Sujatha V M · Accepted solution]

@michelle kirk 

1. Please check if its inactivated under UI actions 

2. Move to Workspace tab and check if the options (Form button or menu or both) are set to 'True"

[Sujatha V M · Accepted solution]

@michelle kirk  In the OOB, you can a button "Create Request" on the incident record in SOW. 

On click of this button, it routes to the catalog homepage within the SOW which allows you to submit the request but the incident remains on the same state. 

Is this your requirement or you would like to have a button action to convert the incident to request without filling the form? If that's the case you might need to do customizations. 

[michelle kirk]

thank you what you are showing me is what I expected, for some reason we dont have those options.

I will go back to your platform providers

That has been useful 

[Sujatha V M · Accepted solution]

@michelle kirk 

1. Please check if its inactivated under UI actions 

2. Move to Workspace tab and check if the options (Form button or menu or both) are set to 'True"

[jitendra2 · Accepted solution]

Hi Sujatha,

Once the request is raised, we want the incident state to be updated to cancelled. 

How can we achieve this?