Can you create a demand from an incident or service request?

[susanrusso]

Is it possible to create a demand directly from an incident or service request? For example, a user submits a ticket (regardless of whether it is an incident or a service request) and it is determined by SMEs that it would take over 40 hours to fulfill the request and so it could potentially be considered a project but it must first go through demand management review board or PMO for approval and planning. It would be nice for an ITIL user to be able to send that request/incident straight to demand (like they can create a problem or change). Likewise, ideally the demand manager should be able to move a demand to a incident or request if it is not project-worthy.

[Chuck Tomasi]

Hi Susan,

Yes, you could do this by creating another UI action on the form context menu - so right below Create Problem, Create Change, could be Create Demand.

This should help:

UI Actions - ServiceNow Wiki

[Pradeep Sharma]

Hi Susan,

Just to add, you can create this by mimicking the same behaviour of OOTB UI action "Create Problem". Copy the script and make sure you change the table name and field column names in the script.

Please let us know if you are blocked.

[kellykaufmann]

Yes but do consider the content in an Incident often isn't the content required to submit a Demand (justification/business case, etc). So you have to decide if you want to let people submit a DMND from INC with minimal information and go back to them to ask them to fill out more information, or if you will instead have a process where the INC is closed and a DMND manually created so you can maintain reasonable required fields for submitting a DMND and not have to go back to the original submitter asking for additional info right away.

[Chuck Tomasi]

I agree Kelly. That's a process decision you'll have to make. It's the same decision for INC->PRB, or INC->CHG. Either way, ServiceNow can be configured to handle it.

You can always create the DMND and leave it in a DRAFT state (or something similar) that is ignored until all required fields are completed. If you choose to open the DMND from the INC record (even with partial information and incomplete required fields), I recommend sending a notification at that point to let the requester know they their incident has been converted and they need to take action to move the DMND along through the process.