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Automation - Convert Incident to Service Request

cmilesfcc

Currently it isn't possible to use an automation to convert an incident to a service request based on Keyword, Cat, Subcat, etc. Would be very nice to have this ability within Automations.

Find more posts tagged with

feature request

service request

New Feature

Automation

Status: None

Comments

dvalent1

This is needed. I would use the criteria category/subcategory. Right now I have endusers who want to click on "New Ticket". I have custom forms for tickets that appear based on subcategory. I need these ticket/incidents to automatically convert to Service Requests (that use the same custom fields) to get the workflow processes going.

timyal

This would be fantastic. Our on-boarding/off-boarding process is requested via a SharePoint form and PowerAutomate which sends the information via email to the SWSD portal. Unfortunately, all emails to the SWSD are treated as an 'incident'. Therefore, this feature request to use SWSD Automation to convert the incident to a Service Request would be great and true to the actual request, as a new user request is not an incident.