Converting Tickets to Project Requests

When a ticket represents potential project work that needs to go through your organization's project request workflow for evaluation and approval, you can convert it directly into a project request. This conversion preserves the ticket's context while submitting the work through your formal project intake process.

In this article, we'll cover:

• Important Considerations
• Converting a Ticket to a Project Request
• After Conversion

Important Considerations

When converting a ticket to a project request, be aware of the following:

What will be preserved:

• Ticket history (feed) becomes available in the project request feed
• Information from custom ticket attributes is captured in the project request feed

Additional notes:

• The fields presented on the New Request screen are determined by the selected Project Type
• The ticket Requestor becomes the request Sponsor, while the user who converted the ticket becomes the Requestor.
• Project Request Forms are not used during this conversion process—the form fields come directly from the Project Type configuration

Converting a Ticket to a Project Request

To convert a ticket to a project request:

1. In the Ticketing Application, open the ticket you want to convert.
2. From the ticket details window, click the Actions dropdown.
3. Select Convert to Project Request.
4. In the popup, select the Client Portal application where the project request service is located.
5. Values from the ticket will automatically populate available fields on the New Request page. Modify the Project Name and any other info as needed.
6. Select a Type. This determines which fields are required and optional to save the request.
7. Complete the fields presented.
8. Scroll to the top of the page and click Save.
9. Click Review and Submit this request to view the unsubmitted request and provide additional information.
10. Incomplete sections display in the left menu. For each incomplete section:
    1. Click the section to review the information being requested.
    2. Enter the relevant information.
    3. Click Save.
    4. Click Mark Complete to verify the section is completed.
11. Click Review and Submit in the left menu, then click the Submit for Review or Mark Complete and Submit button at the top.
12. After the request has been submitted for review, it will no longer be editable in the client portal.

After Conversion

Once converted, the original ticket is no longer accessible in the ticketing application. If you search for the ticket by its number, you'll see a message indicating:

• The new project request number
• Who performed the conversion
• The date and time of conversion

This reference helps maintain traceability between the original ticket and the resulting project request.