Convert Service Request to Change Request?

Is it possible to convert a Service Request to a Change Request. Doesn't look like you can't do this out of the box. Seems strange to me because everyone keeps asking me why we can't do this. (In Service Request Center).
  • if you can modify the workflow can you sub-task the SR to CR, copy over the needed fields and request values for the others in CR that may be needed.
  • Yes , I could build it out as a subtask just wondering why its not built in. You can convert a service request to an incident but not a change request...is there some reason this is not a good (before I go building it)?
  • Dom wrote:
    Yes , I could build it out as a subtask just wondering why its not built in. You can convert a service request to an incident but not a change request...is there some reason this is not a good idea (before I go building it)?
  • Not that I can think of however Serena may have a reason, lets see if they reply with why or why not
  • Hi Dom,
    I am trying to think from an ITIL perspective here. Would you elaborate a little more on why you believe the Service Request should go straight to a Change Request?

    David
  • I think according to ITIL although not common you shoulld be able to link service requests with change requests

    "those requests that require changes for fulfillment will be interfaced/linked with change management process"

    Am I wrong?
  • Verified Answer

    Our thought process behind the design was as follows.

    Non-IT users would be the ones usually submitting service requests, and the converting of service requests to incidents (or incidents to service requests) is a common scenario. When a user submits a service request through the portal, the request would usually be for the standard request such as access or information. Occasionally, this request may actually have been the result of a 'disruption of a service', so then the service request would need to changed to an incident.

    For the change requests, that require an actual change to an IT service, we assumed that the IT department would most likely be submitting them. The change may be triggered by an incident, and that is why we allow you to post an RFC from an incident, and link the two.

    We assumed that the most likely process would be the service request gets converted into an incident and then the change request would be spawned from the incident.

    If your process has the occasional service request that request a change request, I don't see any reason why you could not add that to your process using subtasks as suggested by Mike.

    On consideration is that if you are anticipating the non-IT users submitting these type of service requests that would spawn a change request, you may want to consider what permissions for those non-IT users. They may not be able to see the linked change request, which means they would not know the status of their service request.