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Switch to an IN


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Hi @SJEaton

At what point are you looking to perform the switch?  Prior to a request being raised?  For example, a user starts raising a SR, but as a result of the questions that you provide, you want to switch to an Incident, before the request is actually raised in the system?

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Hi @SJEaton

From a customer perspective, they would be initiating the creation of a new ticket from a portal.  The starting point is a service, followed by a request catalog item.  The request catalog item will already be tided into a particular request type.

One thing that should be possible is that within Intelligent capture, if the customers as started off with a particular request catalog item and through the questions that you ask, they determine that they have selected the wrong request catalog item, you can provide a like to the correct one, where they can then restart the raising of their ticket.

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Our workaround for users not understanding whether they have an incident or a request is that our triage detects it when it's first reported and we have an autotask workflow on a custom button that performs the following set of actions:

1) Copy the request but to the other type
2) Cancels the request and fills-out an explanation in the resolution
3) Email the customer with (the resolution) which contains an explanation and gives them the new reference number

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