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Recategorizing SD Tickets

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Hi,

Is it possible to allow SD ticket recategorization functionality after it has been escalated? This button exists only before the SD is opened. Sometimes, after an SD has been escalated, we need to change an Incident to a Request or vice versa. this means we need to close, then create a new SD - Escalation each time.  What is the impact of changing this? Will this cause a problem for any backend processes?

Thank you!

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Recategorizing SD Tickets

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Hi Lucy,

hope you are doing fine.

what you mentioned is the normal workflow of how that works , if your requirement is to modify the workflow of this functionality I could say that maybe there will be an impact on some other process, but this needs customizations that only SM team support could analyzed.

Carlos Villalobos R
Customer Support Engineer
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Acclaimed Contributor.
Acclaimed Contributor.

Re: Recategorizing SD Tickets

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Hi Lucy,

hope you are doing fine.

what you mentioned is the normal workflow of how that works , if your requirement is to modify the workflow of this functionality I could say that maybe there will be an impact on some other process, but this needs customizations that only SM team support could analyzed.

Carlos Villalobos R
Customer Support Engineer
If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
If you are satisfied with anyone’s response please remember to give them a KUDOS by clicking on the STAR at the bottom left of the post and show your appreciation.

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Recategorizing SD Tickets

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Hi Lucy,

hope you are doing fine.

I just wanted to know if you have any other concern we can help.

Carlos Villalobos R
Customer Support Engineer
If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
If you are satisfied with anyone’s response please remember to give them a KUDOS by clicking on the STAR at the bottom left of the post and show your appreciation.
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