Changing Incorrect Request Types

[hollyp]

Is there anywhere we can change requests that have been raised by customers that are incorrect. At the moment we have a lot of service requests raised by customers that should be incidents.

The customers do not care what the is the difference between a service request and an incident so educating will be wasted time and effort. however it is making our reporting incorrect. Surely there must be a way to change the type as an administrator???

[James Ainsworth]

Hi @hollyp

It might be worth starting with a look at how your customers are raising requests.  You are right that customers are likely not to know the difference between request types and they shouldn't have to.  Request Catalog Items are the best way forward to providing this.  There is no distinction between request types to the customer when using Request Catalog Items.  The names and descriptions of the Request Catalog Items and the progressive capture questions that follow should help reduce, if not completely stop requests from being incorrectly raised.

In direct response to your question, no you can't convert an existing request from one type to another.  The reason for this is there is a lot of information collected when raising a request which may drive the workflow.  An incorrectly raised request may have the wrong answers to the wrong questions, the wrong BPM the wrong assigned team, wrong service levels, priorities, etc.  The best bet is to raise a ''Linked Request'' from the incorrectly raised request.  This will allow all of the correct information to be applied.  It will maintain a link to the original request.  You than have the option to close or cancel the wrongly raise request.

 

I hope you don't mind me mentioning, but this and some of your other recent posts have been raised under the topic Configuration Manager in the forums.  This is actually a different app from Service Manager.  If you post here you may find your post is received by a wider audience.  

Regards,

James

[hollyp]

Thank you James.