ITIL v3 defines an incident as "an unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident." A service request is defined as "a request from a user for information, or advice, or for a standard change or for access to an IT service."
Sometimes a work item may be initially filed as an incident, but later is determined to really be a service request. In Service Manager it is not possible to change the type of a work item. Once an incident is created it will always be an incident. It cannot be changed to a service request. To make it easier to create a service request from an existing incident, Andre Carter from Microsoft Australia has created a PowerShell script that creates a new service request from on an existing incident and copies properties of the existing incident into the new service request. The script will also cancel the incident and create a reference to the newly created service request.
In detail the script performs the following actions:
1. Copies the incident source to the service request source (e.g. E-Mail, Portal, etc.)
2. Copies title, description, and urgency from the incident to the service request
3. Adds a related work item reference to connect the incident and service request
4. Cancels and closes the incident with a comment that indicates it has been replaced by a service request (with service request ID)
5. Starts the service request description with “[Formerly Incident #]”
Additional incident properties can easily be added to the list for copy to the new service request by editing the script.
The script can be run manually from a PowerShell prompt or changed to run as a task in the SCSM console. If the script is copied into a task, the $IncID variable shall be set to the current incident.
The script is now shared on the TechNet Gallery: http://gallery.technet.microsoft.com/Create-Incident-from-f19aaea0
Thanks for sharing with the community Andre!
Interesting Powershell script, thanks for sharing!
Is there a similar script to create a Change reguest from a Servicerequest?
When I try this, it works except the new Service Request does not have the "SR" in front of the ticket number. What am I missing? Thanks!!
The created SR is not shown in the console but available in the database.How to make it appear in the console?
I'm noticing the same issue as DonDraper1960. Service Request IDs in Service Manager are prefixed with SR, and the prefix is missing from the newly created Service Request.
Hi! Is there a way to do the opposite, an IR from an SR?
Hi, Please excuse me to self-promo, but I want to answer @Anonymous. We created a solution that convert IR to SR and vice-versa as a console task. Take a look scutils.com/products/converttask