Is there a way to convert a CA SDM incident into a request?

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Article ID: 107481

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction



Sometimes CA SDM requests are mistakenly created as incidents.

Is there a way to convert a CA SDM incident into a request?

 

Environment

CA Service Desk Manager
All Supported Operating Systems

Resolution

There is no supported mechanism with CA Service Desk Manager to change an existing Incident to a Request.
This can be achieved via customization, but is outside the scope of CA Support.
Please refer to the following CA Service Management Community Post for further details:
https://communities.ca.com/message/242055642-re-how-to-change-incidents-to-request-on-sdm