Convert service request recevied by mail into incident

Question

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

Dan Fulk · Answer

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.

Andrew Collins_ewg62x · Answer

@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.

Joao Santos_ic5899 · Answer

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