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‎05-30-2024 01:29 PM
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‎05-30-2024 05:06 PM
Hi @Menalik ,
after educating the consumers, you can only do so much with the consumers. However, ServiceNow can convert Incidents to a Request using Service Operations Workspace.
It is an out of the box feature where a Service Desk/Engineer can easilty transform the ticket to it's corresponding purpose. A common asking of our clients and ServiceNow designed the ITSM platform pretty well.
To see it in action, here is how: Convert Incident to a Request Using Service Operations Workspace
Please like and accept as solution if you find it lucrative.
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‎05-30-2024 01:35 PM
Hi @Menalik
are you expecting some OOTB feature to do this? otherwise it could be very well customized.
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‎05-30-2024 01:40 PM
We just rolled it out and a lot of users are submitting incidents and not using the specific catalog item for requests. I was wondering how this conversion can be done without re-creating the ticket manually.
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‎05-30-2024 01:46 PM
Hi,
Why not educate users to raise it appropriately. By looking for an option you are increasing work for relevant team instead of letting user submit a request accordingly.
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‎05-30-2024 01:51 PM
Believe me, we educate users daily and send communications to department heads. Over time, things should be better. For those times when users submit the wrong type of ticket, I'd like to have a simple way to convert it.
