Make "Service Request" Flag accessible

Idea created by Chad Brown on May 25, 2016
    Under Consideration
    • Chad Brown

    (Originally posted on 10, September 2015)

    In regards to the Service Request "Flag" that gets attached to Incidents created through the Catalog portal, would it be possible to allow Incidents to be manually "Flagged" as a Service Request.


    In our environment, it is not possible to make a Catalog Request that would cover every possible Service Request that could come our way. For example, if someone wants to be added to a Security Group, or Needs to have their Password to a specific Database Reset. These are considered Service Requests.


    These types of requests would come through the Self-Service Portal as an Incident. These should not be tracked as INCIDENTS.


    I can FILTER by "Service Request" of Yes/No, so can we get an option in the MASS UPDATE screen to change this Incident to a Service Request? This would allow them to be filtered out from other INCIDENTS, so they don't corrupt metrics.


    There have been suggestions to open a "Service Request" on behalf of the Requester and Merge the Incidents - but this is not an acceptable workaround - since a pre-generated Catalog Request may not be possible for the particular Request - and Catalog Requests are limited in not allowing TASKS to  generated from within them.


    Actually, this could be a "two-bird-one-stone" situation. If an Incident could be given the "service request" YES flag, you could have Ad-hoc Task assignments in "Requests" - they just wouldn't be in Service Catalog requests.

    What problem will this feature solve?: