Create Service Request from Incident
We have intake of requests from email to our helpdesk@ email account that the system turns into Incidents. In many cases these requests are not incidents at all. It would be helpful to be able to 'convert' them to service requests, or given the separation of these two systems, at least create a Service Request from an incident with a linkage created, similar to incidents and change requests. field label matching import of data to the Service Request from the Incident would be a bonus.
Though of limited usefulnes as 100% filtering is never possible, the ability to use rules to turn something into a service request instead of the default incident creation would be helpful. For example a request with "new employee setup" in the subject could automatically become a service request.
Though of limited usefulnes as 100% filtering is never possible, the ability to use rules to turn something into a service request instead of the default incident creation would be helpful. For example a request with "new employee setup" in the subject could automatically become a service request.