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How to create an Incident from Service Request?
#1
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.
Best Regards
tussom Team
https://www.tussom.com
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