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Ability to change an Incident into a Service Request or vice versa

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Not everything can be mapped into a Service Request Definition (SRD). There can be instances when the user is requesting for something (i.e. not an incident) but is forced to submit an incident since there is no relevant SRD found.

When such Incidents come into the console, the agents should have the ability to reclassify the incidents as service requests by possibly changing the 'Incident Type' picklist which would also mean that dependent/dynamic fields will be needed which immediately display the Service Request fields for the agent to fill in.

 

So the requirement is to allow the console form to support dynamic/dependent fields which change depending on what value the agent selects in the 'Incident Type' picklist.

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