Our journey on implementation of Request has only been a year and one of the challenges we have in our Firm is that we have an outsourced Help Desk function and due to "white glove" service they receive inbound of emails, calls, from Users who do not know what they are missing or are requesting or what CI is correct.
Does anyone else have challenges where definition the definition of Incident vs a Request is being raised and has to be corrected? Something that seems broken to a User (INC) turns on to be access request to the fullfuller. How are you correcting this behavior or ensuring metrics follow correct flow?
I did see a great thread on correcting to correct record creation but our Vendor support teams are trying to keep customization to the platform to a minimum so the copying of fields from INC/Catalog Request is not being raised as viable solution.
Convert an Incident to a Service Request Approach ... - ServiceNow Community
Anyone have thoughts or solution that worked for them or should we see the conversion as the accepted best practice? Happy to provide more context if not clear.
Thanks in advance
