Now Available: Convert Incidents to Service Requests and Incident Age Distribution Report

Agent Productivity

Convert Incidents to Service Requests

You asked – we listened! Quite often requesters accidentally open incidents instead of submitting service requests. This can lead to a lot of unnecessary manual work, carefully copying and pasting information each time this happens. Sounds familiar? Well, no more!

Starting today you can convert incidents to service requests from the incidents page quickly and easily, helping to improve efficiency by leveraging service request processes. 

  1. To convert an incident to a service request, click the Actions menu at the top right-hand side of the incident page, and select Convert Service Request.
  2. Update relevant fields, or copy relevant information from the original request (taking advantage of the floating window).
  3. This record will now appear under service requests.



Please note:

  • The record maintains its ID number and the audit section logs the conversion action.
  • The requester remains the same, while they and additional subscribers to the original incident will continue to get relevant notifications.
  • The original incident’s categories/subcategories will be overridden by the Service Request categories/subcategories (as specified in the catalog).



Change Management for Mobile

 The powerful Change Catalog is now available on-the-go to give agents access to change management, no matter where they are. Agents can choose templates and generate relevant change requests, modify the templates, and review requested changes under the Changes menu. Requesters will be able to browse the Change Catalog and submit new requests via mobile as well.


Reporting and Analytics

New Incidents Age Distribution Report

Many customers are looking to better understand the health of their ticketing/IT service management processes and overall IT environment. An example of this is visibility into the age of open incidents, which can help you determine if your ticket distribution is healthy or focus your attention on the older tickets. To give you better insights into this area, we are introducing a new report, part of the Incident Management family, called the Incidents Age Distribution report.  

This report shows you how the open incidents, based on the filter you chose, are distributed by their age, and how they are stacked by your field of interest. The report is clickable, so by clicking the bar, a new tab is open with the list of incidents that stand for that bar which allows you to drill down into specific incidents that have been open for a long time.  


You can use this report to get a better sense if you’re carrying a lot of debt. In addition, this report can help ensure that older incidents are quickly resolved and don’t fall between the cracks. 

For more information on the new Incidents Age Distribution Report, please see our technical documentation.  


Discovery and CMDB

Add Site Information to Subnets

Many organizations have all devices across a subnet in a single location, which makes it an easy way to also pull site information on each device. Since numerous customers have asked about this functionality, we are now giving the Discovery Scanner the ability to automatically populate site information for devices discovered via a subnet. This can reduce time spent on adding these details to assets found via the Discovery Scanner, which can help you improve the overall efficiency of your team.

You will notice a new ‘Site’ dropdown field on the Subnet connection page that displays all sites across your organization. Once you select a site from this field, this site information will appear on all devices that have been discovered via its respective subnet.


For more information on Adding Site Information to Subnets, please see our technical documentation.