Is there a way to link a Service Request to a Problem Ticket?
We have a dedicated Service Catalog items for users to submit issues related to the project. These ticket some through as Service Items instead of Incidents.
I would like to link them to respective Problem Tickets similarly to how we can link Incidents back to Problems but I don’t see that option under Associations?
I don’t think that’s possible because of the nature of what a Service Request is meant to be for. Maybe you can do a Workflow that puts all the Service Request details in to the Description, and then changes the ticket to an Incident. Then it can be associated with a Problem
Hi
Unfortunately, it’s not possible to associate a service request (SR) item directly with a problem. This functionality is only available for incidents.
However, I wouldn’t recommend converting the SR into an incident, as you would lose all the custom fields tied to the service item—incidents don’t retain that information.
Workaround idea:
You could create a workflow that changes the ticket type from service request to incident. Before doing so, make sure to extract all relevant service request fields and insert them into the ticket description.
Once that’s done, you can safely update the ticket type to incident and automatically link it to the problem.
Please note that this is just a workaround and may require some testing to ensure it fits your process.
Best regards
Daniel
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.