Knowledge Document: Converting ZSD Ticket between Service Requests and Incident Requests

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Environment
This is works in all versions of ZSD 

Situation
What are the requirements for converting requests between Service and Incident Types?

Resolution
There are only 2 types of Request conversions.


Incident Request to Service Request



Conditions:

  • Item should not be UNKNOWN
  • Item should belong to the service category
  • Incident should not have solution/workaround applied
  • There is at least one user in ZSD with "Service Request" process assigned.


Service Request to Incident Request



Conditions:

  • Item should not be UNKNOWN


Additional Information:
Review the documentation (Search for Convert To):
System Documentation - Administration Guide - Requests
Online Documentation - Administrators Guide - Requests

Note: Documentation was fixed in ZSD v8.3.x and higher

Access article on support portal
 

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