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 Management 17.1 and higher

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:

How to change Incidents to Requests on SDM