Converting Service Desk Type
The most common way a Service Desk item begins its life cycle is as an Inquiry (usually generated from an email or the CustomerCenter sent to the Service Desk monitored account). Based on the information in the Inquiry and the requirements to complete the issue, the Inquiry can be converted into other Types for completion. Manually generated Service Desk items like Service & Incident Requests are converted into Service Orders and Incidents, respectively.
A particular Service Desk item is restricted to the Type it can be converted to, according to this list:
- Inquiry (IQ) can become:
- Service Order (SO)
- Incident (IN)
- Estimate (ES)
- Project (PR)
- Problem (PB)
- Service Request (SR) can become:
- Service Order (SO)
- Incident Request (IR) can become:
- Incident
Any other From/To pairing is prohibited and will generate an error.
Conversions will trigger various Events in the system, including Notifications relevant to other users, the Requester, etc.
When a Service Request is converted into a Service Order, a dialog is presented to the user, allowing the user to select SDCs to be applied to each Action on the Order.
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