One Common Mistake: How to Convert an Incident to a Request Using ITSM Service Operations Workspace

[BillMartin]

"I want to convert an Incident to a Request, is this available in ServiceNow?"

This is also one of the common questions I get asked.

The ability to convert an Incident to a Service request is available out of the box using the ServiceNow ITSM module. However, doing the conversion properly and carrying it out right with the platform's best practices and technology roadmap.

One common mistake I see is the utilization of the UI16 in implementing this conversion. UI16 as it describes, was created back in 2016 and is not anymore meant to be utilized by service desk and service engineers alike. The UI16 view is implied for administrators and developers alike.

ServiceNow being the platform of platforms with over two thousand developers has created the ITSM Service Operations Workspace to improve business productivity, and efficiency and address the daily challenges of a typical business operation disruption!

To give you a better picture!

Now let us drill down, to show the features of ITSM Service Operations Workspace and a Quick Start Guide on how you can benefit from the Service Operations Workspace.

Here is How: ServiceNow Best Practices: Convert an Incident to a Request Using ITSM Service Operations Workspace.

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[BillMartin]

hi @velvet , thank you for providing your inputs .

[BillMartin]

Hi @Dr Atul G- LNG ,

Is your concern leaning towards a technical challenge to the platform or the use case capability of the ITSM itself? The feature is meant to meet the requirements of an end user where the requester has created an Incident which is meant to be a request.

Your concern is not applicabale to the use case demonstrated since it is addressing the process of the platform to convert an Incident which is meant to be a request. 

[Dr Atul G- LNG]

Hi @BillMartin 

My concern is not about the technical challenge, my concern the word convert. With Create Request UI  we are not converting INC to Req, we are create a REQ in INC with INC , where after creating the REQ , INC still have its own lifecycle. 

[BillMartin]

Hi @Dr Atul G- LNG ,

You are clearly heard and been read 😊

Your concern is a tecnical perspective rather than addressing the situation of the end user.

Hope I gave you some clarity. I suggest if you would like to dig further, you can create a ticket with the product team.

[Dr Atul G- LNG]

Hi @BillMartin 

My concern is not with product but the title you used.

One Common Mistake: How to Convert an Incident to a Request Using ITSM Service Operations Workspace

Instead of convert it should be How to create a REQ from Incident 

Let's take example - I have INR currency and when when i convert that INR to Pound , that is conversion because now INR in no more exits or life cycle of INR is over. But in INC to Request , it is not the same, INC still has its own life cycle along with REQ as well.