Convert Incident to a Request

[Menalik]

Can the Vancouver version of ServiceNow convert an Incident to a Request?

[AJ63]

This might require an education if system roll out recently however it would also help if you understand why they aren't able to find Catalog Request and might have access to backend to create Incident. Which generally happen when start but with an Change mgmt process (User trainings) it might get corrected. 

In this, agents who are handling these incidents could be very helpful to understand why users arent able to find Catalog items.

@Menalik 

[BillMartin · Accepted solution]

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.

[Menalik]

Thanks!! This is very helpful.