Converting Tickets to Project Requests

Converting a Ticket to a Project Request

1. In the Ticketing Application, open the ticket to be converted
2. Select the Actions drop down from the ticket Details window
3. Select Convert to Project Request
4. Select the name of the Client Portal Application where the Project request service is located
5. The New Request screen will be presented.
6. Note the cautions as follows

7. Select a Project Type.  This will determine what field are required and optional to save the request.
8. Complete the fields presented 
9. Scroll to the top and Save
10. Click Review and submit this request to view the unsubmitted request and provide additional information. 
11. Incomplete sections will display in the left navigator. For each incomplete section, follow these steps:
    1. Click the section to review what information it is requesting. 
    2. If there is relevant information to add, add it in the section. 
    3. Click Save to save your work. 
    4. Click Mark Complete to verify the section is completed. 
12. Click the "Review and Submit" tab and then the "Submit for Review" or "Mark Complete and Submit" button at the top.
13. After the request has been submitted for the review, it will no longer be editable in the client portal.

Additional Information

• The fields presented on the New Request screen are determined by the Project Type that is selected by the user
• Project Request Forms are NOT used during this process.
• After it is converted, the original ticket will not be available in the ticketing application.  If you search by ticket number, a message will be presented as that includes the new project request number, the user who converted it, and the date and time of conversion. 
• Custom attributes on the ticket will not map to custom project request attributes but the information stored in those attributes will be captured in the project feed
• The ticket history (feed) will be available in the project feed