5 Replies Latest reply on Aug 23, 2016 8:34 AM by Vicky1985

    "create request" Incident to Service Request

    Rookie

      Hi

       

      I would like to use the Create Request action in Incidents to help muddled analysts and users who have logged something wrong and it should be a Service Request

       

      So in our Incident Process, I created a new manual action called Convert to Request.  This in turn runs an automatic action Create Request and I have asked to pull across Raise User, Description, Summary and a couple of others.  Then it closes the Incident.

       

      I got this from http://community.landesk.com/support/docs/DOC-26366 but I'm stuck at modifying the Request process so that it allows this to happen, at least I think I am.

       

      So when I click my new action, I get this error message

       

      There has been an unexpected error. Click Continue to return to the previous page.

      This Request has changed status, and the action you selected is no longer available. Please redisplay the window and try again.

       

      Looking at our Service Request process, there is no action available for Add Incident like there is in Change Request.  I'm sure I'm missing something obvious here, but is this possible?

       

      Thinking about it, I also need it to open the Service Request up so that the other mandatory fields can be completed too.

       

      Many thanks

      Pete