Converting tickets to service requests

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When the service catalog is turned on for a brand, agents can convert tickets into service requests when they are associated with a service catalog item. When a service is set for a ticket, the ticket's form, fields, and requirements are updated to the applicable service request form. This allows agents to convert requests received through other channels, such as email or web form, into service requests.

This article contains the following topics:

Considerations when converting tickets to service requests
Converting tickets to service requests
Converting a service request to a ticket

Considerations when converting tickets to service requests

All tickets associated with brand that has a service catalog turned on include a Service ticket field. Requests submitted through the service catalog are automatically created with a service request form, but requests submitted through other channels use ticket forms by default. Adding a value to a ticket's service field, either manually or with a business rule, converts a ticket to a service request.

When the ticket form changes to a service request form associated with the selected service, the following things happen:

The ticket displays the fields configured for the selected service.
Values are retained for fields that are present on both forms.
Required fields on the service request form must be completed before the ticket can be saved.

A service request can be converted to a ticket by removing the value in the service field.

You can't convert closed requests from tickets to service requests or vice versa.

Converting tickets to service requests

Tickets are converted to service requests by adding a value to the ticket's service field. This can be done automatically, with triggers, or manually by agents. See:

Automatically adding a service to a ticket
Manually adding a service to a ticket

Automatically adding a service to a ticket

To use triggers to automatically add a service to a ticket, use the Service > Service action.

To automatically add a service to a ticket

Create or edit a ticket trigger.
Under Conditions, specify one or more qualifications the ticket must meet to be converted to a service request.
Under Actions, click Add action and select: Service > Service | Service catalog item, where Service catalog item is replaced with a service from your service catalog.
The the service specified in the action statement's Value field is the value that is added to the ticket's Service field.

Manually adding a service to a ticket

If an agent is working a ticket and determines it needs to be converted to a service request, they can manually add the service to the ticket as long as it has a status of new, open, pending, or on-hold.

To manually add a service to a ticket

In Support, access a ticket.
In the ticket properties panel, under Service, select the service being requested in the ticket.
Review the fields on the service request form to ensure all required fields contain values.
Save your change by clicking Submit as and selecting the appropriate status.

Converting a service request to a ticket

Deselecting a service from a ticket's service field removes the association between a ticket and the service catalog item and converts it back to a ticket form.

To manually remove a ticket's service value

In Support, access a ticket and set the Service field to an empty value.
Save your change by clicking Submit as and selecting the appropriate status.