webinarAttend our Q3 feature roundup webinar on November 21, 2019 Save your Seat

Start a new topic

Please provide a faster method to convert from Incident to Service Request

Most of our users are almost exclusively submitting tickets via e-mail.  All of these tickets arrive as incidents, which have much more strict SLA requirements than Service Requests. We desperately need the ability change the submitted issues to the correct type more quickly than opening the ticket, waiting for it load, changing the type, and clicking update.


Can we either add this option to the Bulk Actions in the nav menu or to the right side of the ticket?  A single action to do this would alleviate so much headache.

image



2 people like this idea

This is definitely needed!

Wouldn't it be nice if we could just customize what fields appeared in that section?


3 people like this

Users do not seem to like reading instructions or guides and click the first thing they see on the helpdesk screen which is usually the NEW TICKET button. So despite there being a service catalog item for requesting new hardware, many come in via a plan old ticket.


No amount of reminding users of the Service Catalog and where to go to find it works. Deleting the ticket and asking the user to re-request via the Service Catalog never goes down well so we usually just fulfil the requirement to save on aggravation. 


A way to convert a single ticket to a Service Request would be magic! The ability to bulk select and convert many tickets into many Service Requests of the same type of type would be even more fantastic.


Currently our stats a re skewed because I cannot tell the business exactly what percentage of all requests are real problems/issues.


Could this be added to the roadmap?

There is a quick toggle app for that, but you have to open the ticket:


image


Thanks for that! Completely unaware of the app so will give it a go...

Login or Signup to post a comment
JS Bin