How to create an Incident from Service Request?

[admin]

There are 2 options to create an Incident from Service Request, presuming that the person has access to Incident Management -

1. Service Request should be resolved

• Open the Service Request for which you need to create an Incident.
  
• Click on the 3 vertical dots that are located far left of the buttons, to open the submenu.
  
• Click on 'Change To Incident' submenu.
  
• An Incident screen is opened along with few values like Summary, Description etc. copied from Service Request.
  
• Fill up or update any other details, if required.
  
• Click on Submit.
  
• An Incident gets created and linked with the respective Service Request. It is also displayed in 'Related Items' tab of Service Request.
  
• The Service Request is also reflected in the 'Related Items' tab of respective Incident.
  
• The Service Request status is automatically set to 'Resolved'.
  

2. Service Request should remain open

• Open the Service Request for which you need to create an Incident.
  
• Click on the 3 vertical dots that are located far left of the buttons, to open the submenu.
  
• Click on 'SR To Incident' submenu.
  
• An Incident screen is opened along with few values like Summary, Description etc. copied from Service Request.
  
• Fill up or update any other details, if required.
  
• Click on Submit.
  
• An Incident gets created and linked with the respective Service Request. It is also displayed in 'Related Items' tab of Service Request.
  
• The Service Request is also reflected in the 'Related Items' tab of respective Incident.
  
• The Service Request status remains open.