Converting an existing ticket into a service request

A request arrived as an ordinary ticket. Turning it into a catalog request gets it the right form and the right route.

A request arrived as an ordinary ticket. Turning it into a catalog request gets it the right form and the right route.

Convert it

1. Open the ticket.
2. Convert it to a service request and pick the service.
3. Fill in what the service's form asks and the customer 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.

Converting collects them once, in the right place, instead of in three replies.

Ask, do not guess

Where the form 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 it says about your catalog

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 is buried in a category they do not open.

Treat a run of conversions as a catalog problem, not an agent task.

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.

See also

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