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+---- Thread: How to create an Incident from Service Request? (/showthread.php?tid=8)
How to create an Incident from Service Request? - admin - 09-24-2021
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.