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We are able to re-classify a SR as an incident, but when we do, a built-in automation automatically wipes out (deletes) any of the user entered data which was captured in the service request. How do we avoid this/retain the data in the ticket?

I’m guessing this does this out the box as an incident should not have a requested item and that is where i’m guessing your data is stored…

if it is a manual process we ask the agents to copy the data first then convert, (This does not happen too often where we are.)

if it is an automated process you might be able to do some clever work with the form.

 

  • creating multiple fields on the ticket form for the data you might need.
  • hide the forms so nobody can see them in normal view. except if a specific tag is added.
  • before converting as part of your automation copy the data over to the ticket form.
  • add a tag so the agents can now see that data. 

Solid solution @afautley! @JonnyThin you definitely will need to do some mapping of service request fields to incident form fields using workflow or it will be a manual process the agents will need to complete prior to converting the ticket “Type”.

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