Turning a request into an incident

[Kevin Vancrutsen]

Hello,

I'd like to create an automation rule to transform/move/modify a “Service request” ticket type to an “Incident” ticket type.

Could you please help me with this action?

Here's a screenshot of my prototype

Thanks in advance!

[John Funk · Accepted solution]

Hi Kevin,

There is no automation possible for doing the Move command. However, if the two issue types uses the SAME workflow, then you should be able to do what you are doing in your rule - simply updating the Issue Type to the other issue type. Again, the key is that both issue types need to use the same workflow. 

[Kevin Vancrutsen]

Hello,
Thanks for the answer, although it's a bit frustrating that it's not possible to do this without having the same workflow...

[John Funk]

Yep, understood.

[Vignesh Jayagopal · Accepted solution]

Hi @Kevin Vancrutsen 

You need to have the same workflow for both Incident and Service Request.

Then, in your automation action, update the Issue Type and Request Type accordingly.

We had a similar use case and configured the rule action as shown below.