Change service request to incident

[Jeret Shuck]

As it stands, my agents have to go through a 4-step page just to get a service request into an incident. It's a huge pain in the butt. Is there any way to make this easier?

[Nic Brough -Adaptavist- · Accepted solution]

No.  It's got several steps because changing the issue type is a fundamentally difficult thing to do, as it is structural.  All the config of an issue hangs off the issue type.

You might get better value by looking at why your people are raising the wrong type of issue

[Jeret Shuck]

Thanks for the response. That's a bummer to hear. As it stands, most our users send in emails that are all assigned the same status/fields. Not ideal.

[Nik Laskaris]

Jeret, they should be able to raise change requests from the front end.  Ultimately changing the business mindset is one of the biggest changes.  Get your CIO to agree a honeymoon period of 2-3 weeks after you distribute some instructional comms; after that you return emails asking the business to enter correctly into the portal.

My persuasive argument (WIIFM?) is "Its the same information as the email, but quicker, and tracks service levels!"    EG Nothing gets lost in the mail.

[Jeret Shuck]

Can't believe I asked this almost two years ago. Nonetheless, we're making a push at our company right now to get users on the portal instead of using email.

[Nic Brough -Adaptavist-]

That's absolutely the right thing to do. 

Help-by-email can be quick and useful, but with a portal, you can set it up to ask exactly the questions your agents need answers to in order to help faster/better.  Emall isn't the best way to ask for help in most cases, the portal is a lot more controlled and helpful.