Copy Requested Item Content to a private note when ticket type is changed from Service Request to Incident

Hi, 

Workaround we have is to post all fields as note direct. 
Because if you change the service item the field data will be deleted. 

I think the case is more that you change a INC to a SR rather then from SR to INC. 

Hi Daniel, 

But in reality, it doesn’t really make sense that you copy the information in a note (since like you said, it’s workaround)… It should be done automatically when you trigger the change rather than doing it for all Service Requests. I don’t find it neat to be honest.

When you convert an INC to SR, the description remains, but a requested item is added so no, my idea is to have something done when you convert SR to INC.

Thanks

Mar

@Daniel Söderlund 

Just wanted to understand if this workaround you have suggested will be applied via the workflow automator. 

@matrevisan

If you are going to apply this workaround with the WFA, it happens as follows

• Event>Type is changed from Any to SR
• Action>Add note with placeholders from Service request fields

Thanks :)

Hi, Yes it’s was using the workflow automator. 

@Preethi S / @Daniel Söderlund I actually found a better workaround here since the workflow automator does not actually copy the information since the requested item would be already deleted at that point.

So what i did is that i have created a business rule to disable the update of the request Type Incident / Service Request so that agents can trigger this through a scenario only. This way, first i copy the information of the requested item in a private note, then i change the status to Incident. And i confirm, it works like a charm! :)

Ahh that is a way to do it on demand :) 

Still do not help if you change the fields in the Service request item. 

@Daniel Söderlund what do you mean if you change the fields in the service request item?

If you delete a field in a service request item all tickets with that item vill be affected.