Hello,

Most of our requests are generated by mail import. We are looking to introduce the Service Catalogue soon, as the vast majority of our requests are service related. This means that the technicians will be regularly using the "Action > Convert Incident to Service" option. Each service will contain appropriate resource questions, tasks and checklists where necessary.

When making this conversion, is it possible for the three highlighted checkboxes to be enabled by default?

We would ALWAYS want to add the corresponding checklists and tasks from the template, and in most cases we would want to overwrite the other fields too (especially Category/Item etc. for convenience).

If it is always necessary for the technician to remember to check these boxes when converting an incident, I think we will have a lot of cases of missing tasks or checklists... which somewhat defeats the purpose of having Service Templates.

The only time the tasks & checklists will be applied without issue is when a new request is created manually from the menu by a technician, or by a requester in the SSP, but that will not be adopted overnight.

Many thanks.