Convert Service Request to Incident

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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Feature released in SummitAI Service Management (Denali SP3, Service Request Management)

What's New?

A new action item CONVERT TO INCIDENT is added on the ACTIONS panel of the Service Request. Now, the Analyst can convert a service request to an incident based on the description of the issue. This  functionality is helpful specifically in cases where the categorization of an issue and request is not correct.

Also, new configurations are added on the Tenant page. The Administrator should configure these section to enable the CONVERT TO INCIDENT icon on the SERVICE REQUEST DETAILS page. 

The conversion option is provided only in certain status so that the call to convert an SR to Incident is taken at the correct stage. The CONVERT TO INCIDENT icon is available only for the following Status of the Service Request:

  • New
  • In-Progress
  • Pending
  • Assigned

Note:

The CONVERT TO INCIDENT icon is available when SR Status is Pending for Approval, Resolved, Cancelled, and Closed.

This functionality is applicable to workgroups within the same Tenant only.

UI Change

Following new sections are added on the Tenant page:

  • CONVERT SERVICE REQUEST TO INCIDENT
  • CONVERT SERVICE REQUEST TO INCIDENT OPTIONS

 
Figure: Tenant page - Service Request module

A new icon CONVERT TO INCIDENT icon on the SERVICE REQUEST DETAILS page.


Figure: Service Request Details page

Notify the End User

The End User is notified though the email when their Service Request is converted to Incident.

Configuration

A checkbox Enable Service Request to Incident Conversion is introduced on the Tenant page (Admin > Infrastructure > Tenant > Select a tenant > Click on Other Configurations > Click on Service Request module). The Analyst can view the CONVERT TO INCIDNET icon on the ACTIONS panel of the SERVICE REQUEST DETAILS page for all the Service Catalogs only when the Administrator selects the Enable Service Request to Incident Conversion checkbox on the Tenant page. For more information, see Configuring Service Request Management Module.