About this Article

This Article helps you to address the issues with OOTB feature to "Create Request" from an Incident. I implemented in a different way by keeping in mind of practical issues that occurs in regular Developer life. The Issues that I found are:

• The Resolver needs to select the Catalog Item from Resolver view and not from the Portal
• Most of the functionalities i.e. UI Policies, Client Scripts like Onchange/Onload etc., that works properly in Portal and will not work in Platform/Resolver View because most of the times the Developer will always concentrate how it is behaving on Portal keeping in mind of his/her deliverables.
• The Resolver needs to fill the Catalog Form from Platform manually all the values such as Requestor Information etc.,
• If the Catalog Item has Multirow Variable Set, then it might work differently in Platform and Portal.

Since it is difficult to manage a Catalog Item form from both Platform and Portal, this article explains a way on how you can handle and overcome this issue and provide a one point place for all your catalog Item to point only to Portal while converting an Incident.

Approach

Resolvers will have a UI Action Button on Incident form for all Open Tickets like this

Once the Resolver decides to convert this Incident as a Request, he then needs to click on "Convert To a Request" Button. He will be able to see a popup like this.

Now, he needs to select the Catalog Item that he wanted to convert it into and click on "Create Request"

The Resolver will be redirected to the portal link of selected Catalog Item once he click on "Create Request" with all the Incident Information as below.

Now, the Resolver is able to see all the related information that is being populated over here in the Catalog Item. He then can fill the remaining information if any and submit the request.

Thus, The process of being converting an Incident to a Request is shifted from Platform to Portal which is a good practice.

Once the Request is being submitted, the Incident will be automatically cancelled with a proper comments as below

Backend

In the background, we will have a field mapping Table as below to map Incident field to Catalog Item form field like this

Download the update set from Share and provide your feedback to improve this utility.

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