Service Request to Ticket

Can an item that is marked as a service request be converted to a regular ticket (incident, problem, change, release)?

Tags ticketing ticket-workflows service-catalog
Asked by Amy (Dube) Hodgdon on Wed 12/3/14 10:04 AM
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Answer (1)

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Drake Sigler Wed 12/3/14 10:05 AM

Hi Amy,

Absolutely! You can configure the ticket workflow to do this for you.

First, you will need to configure the classification promotion settings for the ticket workflow. Ticket workflows are configured in Admin -> Workflows -> Ticket Workflows. After creating the workflow in admin, click the workflow name then click "Edit". In the workflow settings, there are the "Promote Classification When" and the "Promotion Classification" settings that determine when a ticket is promoted to a new classification based on workflow activity and to which classification the ticket is promoted. Once these settings are configured, you can apply the workflow to a service request through the "Actions" button -> Assign Workflow on the service request page in the Tickets application in Next. When the "Promote Classification When" condition is met on the ticket, the  ticket will be upgraded to the "Promotion Classification". 

I hope this helps! Please let me know if you have any questions!

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