Giuseppe Iannacone Posted April 15 Share Posted April 15 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 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted April 15 Share Posted April 15 @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 Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted April 16 Author Share Posted April 16 @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. 1 Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted April 23 Author Share Posted April 23 @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 Link to comment Share on other sites More sharing options...
Berto2002 Posted Wednesday at 07:09 Share Posted Wednesday at 07:09 I recall in ESM there were to be configurable request types so customers can be more flexible Link to comment Share on other sites More sharing options...
Martyn Houghton Posted Wednesday at 09:31 Share Posted Wednesday at 09:31 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. Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted Wednesday at 12:15 Author Share Posted Wednesday at 12:15 @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? Link to comment Share on other sites More sharing options...
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