Create an incident request in place of a service request depending on a resource question value.

Create an incident request in place of a service request depending on a resource question value.

Requirement:
Create an incident request in place of a service request depending on a resource question value.

Usecase:
In many companies, same service template is used for both requesting for a "New Laptop" and "Replacement for the existing laptop", and this difference is handled within a resource question.
Laptop Replacement has to be handled as an incident and "New Laptop" request has to be handled as a service request as technicians need to build new device depending on the request.

Steps to configure:
1.  I have considered a resource with a Drop Down question having "New" and "Replacement" as options. 
2.  Download the attached scripts.  Copy the contents into Request custom functions.
3.  Goto Admin > Request Custom Function > Global Function > New > Paste the global function contents and save it with a name.
(Update the SDP configurations details in the global function)

4.  Goto Admin > Request Custom Function > Custom Function > New > Paste the create_incident_NegateSR_resourceQuestion.txt content and save it with a name
(Update the input section as per your instance)
5.  Configure the created custom function in a Service Request Business Rule to get executed on every SR created.

Note:  From Global Function >> Copy the global_function_(count).  Update the copied count in the custom functions.





                  New to ADSelfService Plus?

                    • Related Articles

                    • Create multiple Child Requests - Depending on a Resource Question(13002) - Deluge

                      This is same requirement as in https://pitstop.manageengine.com/portal/en/kb/articles/create-multiple-child-requests-depending-on-a-resource-question , but for SDP builds 13002 and above. With the latest update, the global functions and custom ...
                    • Convert Incident to Service Request

                      For builds before 10536 The option will be available at: open the respective request > Actions > Convert incident to service request For builds after 10600. Edit the respective request > click on the Template dropdown [top-right corner] > Choose the ...
                    • Create multiple Child Requests - Depending on a Resource Question - Deluge

                      This is custom function script to automatically trigger the creation of multiple child requests from a parent request based on parent resource question values. The request ID of the child requests will be added as a Note in the parent request. This ...
                    • Service catalog Resource Questions

                      This report helps to find the resource questions and values chosen in the request. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT ...
                    • Auto-create problem request based on certain criteria.

                      This is a sample script that triggers the creation of a Problem Request in ServiceDesk Plus using the Problem API.  Use Case:  ​ All incident requests with Priority = High will create a problem ticket with the request's default field values. ...