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How can I change an Incident to a Service Request?

Question asked by Arie Smouter on Nov 27, 2017
Latest reply on Jan 26, 2018 by Joshua Walker

We all get Incidents for things that should be Service Requests. To the consumer/user, it doesn't matter as long as the service is provided. For the most part, we don't care either.

Nevertheless, when metrics measure Incidents (we want the number to decline), or they measure Service Requests (high means we offer services often), or when SLAs are different for Incidents than for Service Requests, for these reasons and more, we may want an Incident to be break/fix, and a Service Request to be a request for a service.


When an Incident comes in that should be a Service Request we can contact the user, train them, and ask the user to resubmit as a Service Request.

But if we don't want to do that, can we change an Incident into a Service Request in Samanage?

If not, and I suspect it cannot be done, what do you do?

Do you manually create a Service Request for the user?

Do you work it as an Incident (forget about the metrics)?