Update Request -> Service

[Giuseppe Iannacone]

Can you confirm is not yet possible to update a request against its type, as far as I know you can only move from a service to another but only within the same request type.
It often happens that a user selects a catalog item that is an incident but for us is instead a service request.
For example the user as the password expired and enter an "error issue" catalog item which is opened as an incident while it is a service request from an ITIL perspective.
Any idea?
Also is there a way to open a generic request and then apply the request type after... for example after a response period a generic request taken in charge by an analyst became an incident or a service request.
If I'm not wrong this capability is available on the Enterprise version of the platform or am I wrong?
thanks

[Martyn Houghton]

@Giuseppe Iannacone 

That is certainly our understanding and I believe Hornbill's view expressed previously is that they would not support changing the type. Do not recall any mention of the Enterprise Edition in relation to this.

Cheers

Martyn

[Giuseppe Iannacone]

@Martyn Houghton thank you!
I remember of the Enterprise Edition in a recent webinar I've followed, but I'm unable to recall which one... maybe it was the Insight 2024.
Let's wait for an answer from Hornbill staff too.

[Giuseppe Iannacone]

@Gerry would you be so kind to clarify my request or address it to the right person?

On 15/04/2024 at 11:41, Giuseppe Iannacone said:

Can you confirm is not yet possible to update a request against its type, as far as I know you can only move from a service to another but only within the same request type.
It often happens that a user selects a catalog item that is an incident but for us is instead a service request.
For example the user as the password expired and enter an "error issue" catalog item which is opened as an incident while it is a service request from an ITIL perspective.
Any idea?
Also is there a way to open a generic request and then apply the request type after... for example after a response period a generic request taken in charge by an analyst became an incident or a service request.
If I'm not wrong this capability is available on the Enterprise version of the platform or am I wrong?
thanks

 

[Berto2002]

I recall in ESM there were to be configurable request types so customers can be more flexible

[Martyn Houghton]

Arh - I think we too many Enterprises, as there is the Enterprise Edition subscription and as @Berto2002 remembered the discussion at the previous HUG about the new ESM Service Catalog model.

[Giuseppe Iannacone]

@Berto2002 & @Martyn Houghton thank you for the feedback, as far as you know it's a matter of changing the subscription model or we have to rearrange everything in a new instance?