As you know from a new request you can create a new incident and a new change order.. and from a new incident you can create a new problem..
Is there a way i can enable that from a new incident i can open a new request?
This falls a bit out side the ITIL standards, so its not currently possible in the product. Something like this would be an enhancement. Please post this one as an "idea" right here on the community so that folks can vote for it and product management can review it for possible consideration in future versions of the product.
I was thinking about it but need to be sure if it was possible.. Let me talk to my customer about that.
Thanks for the answer!!
Enviado el: Monday, October 10, 2016 2:52 PM
Para: Jason Lara <firstname.lastname@example.org>
Asunto: Re: - Re: Create a ticket from another
<https://communities.ca.com/?et=watches.email.thread> CA Communities
Re: Create a ticket from another
reply from Jon Israel <https://communities.ca.com/people/Jon_Israel?et=watches.email.thread> in CA Service Management - View the full discussion <https://communities.ca.com/message/241919572?commentID=241919572&et=watches.email.thread#comment-241919572>
<PDM_MACRO name=button Caption="Create Problem[!ea]" Func="create_new('cr',0,0,0,'PRESET=type:P','INITFROM=frm002', 'PRESET=from_incident:$args.persistent_id')" hotkey_name="Create Problem[!ea]" ID=ITIL_PROBLEM>
...from which you can see how to create a new ticket with a specific type (PRESET=type) with fields initialised from a particular form in the detail page (INITFROM=frm002), and which you could relatively easily adapt to add a button for 'Create Request'. But of course that would be an unsupported mod, and brings with it the potential to increase the effort to upgrade or apply patches, unknown implications for reporting, and so on.