Convert service request recevied by mail into incident

[Joao Santos]

Hello,

I have JSM on the cloud and I'm not sure how to treat service requests received by email.

When I receive an email saying that something on my aplication is not working, I should be able to convert it into an incident type.

I couldn't find a way to do that, since all the options listed on the request type combo-box are all refering to service request types.

Am I missing something?

Thank you in advance,

João

[Asmath Basha S]

Hi @Joao Santos ,

=> In the Jira ticket you can find the Issue type field, inside that field you can change the Issue type as Incident in the ticket.

=> Before that make sure that you have configured Incident Issue type in your service project.

[Joao Santos]

Hi @Asmath Basha S 

thank you for the quick reply.

Are talking about clicking on the issue icon and change it? I believe that will that lead me into that 'longer' 4 step conversion wizard?

[Asmath Basha S]

Hi @Joao Santos ,

Can you make a screenshot for that so that I can understand what type of requirement are you looking for.

[Joao Santos]

this is the only solution I know... but it requires several steps for each conversion...I was hoping for a simpler way..

[Andrew Collins]

@Joao Santos were you able to figure this out?  We're running in to the same issue and the 4-step process is cumbersome.  I was thinking about maybe trying to use automation if there wasn't another option.

[Dan Fulk]

Did anyone happen to find a way to convert Issue Type through automation? We currently have an automation that cancels the original Incident and creates a new Service Request, but customers can see their first ticket is canceled and it causes confusion and frustration. This is an age-old challenge with differentiating between Incidents and Requests and I'm hoping someone has found a graceful solution.