Converting an existing ticket into a service request

There is no convert button. A ticket field called Service is created for you, and selecting a service in it is the conversion.

A request arrived as an ordinary ticket. There is no convert button to look for: a ticket field called Service is created on your instance automatically when you start using the service catalog, and selecting a service in that field is the conversion.

Convert it

1. Open the ticket.
2. In the Service field, select the catalog service it belongs to.
3. Fill in what that service needs and the requester did not say.
4. Save. The ticket keeps its history and its requester.

Why bother

Because the fields are what make fulfilment work. A ticket saying "can I get a laptop" has no model, no date and no budget line, and somebody is going to ask for all three.

Associating it with the service collects them once, in the right place, instead of across three replies.

Ask, do not guess

Where the service needs something the ticket does not say, ask the requester rather than filling in what seems likely. A guessed cost centre is worse than an empty one, because nobody will question it.

What a run of conversions tells you

Frequent conversions of the same kind of request mean people are not finding that service. Either it is named in your language rather than theirs, or it sits in a category they do not open, or it was never published.

Treat a run of conversions as a catalog problem rather than an agent task, because every one of them is a request that took two people instead of one.

Tell the requester

One line: their request is now being handled as a service request, and here is what happens next. Otherwise the ticket appears to change shape for no reason, and the fields that suddenly appear look like a demand for information they thought they had already given.

See also

• What the service catalog is
• Managing services and categories
• Submitting a service request on behalf of someone else