How to convert an incident to a request

[bkautzman]

Our users have encountered numerous instances where an incident is being submitted for something that should be handled via a service catalog request ticket.   What is the best way to covert the existing incident into a request while maintaining the relevant data that has already been captured?

[bkautzman]

Thanks for the responses.   The right-click menu does indeed provide a short-cut for request creation, but we are probably looking for something more along the lines of what Darshan has suggested.   We want to use the info already captured in the Incident to create a specific type of catalog item and avoid unnecessary re-entry of those details.   If there are any other suggestions for tacking this scenario, I'd appreciate the input.

[BryanS413339635]

We have a UI action that places a Convert to Request button on the top of the Incident form (and a convert to Incident button on the Task form). This works well for our users. When selected, it closes the incident to a Closed Incomplete state and opens a request as well as copies over all of the data.

[adamrauh]

Hi Bryan - would you be able to share any code for this?

[edwong]

Hi Bryan,

If you do not mind, can you please share the script for the UI action?

Also, do I need to update any business rules for this UI action creation?

Many thanks

[Narsing1]

Recently I have developed a complete solution for this.  You can directly download the update set from the Share and use it.  

The complete documentation is here

Going through some community postings and found this.  Thought of sharing.

Thanks,

Narsing