Create incidents and change requests from a requested item

You can quickly open an incident or a change request from a requested item. It also maintains a relationship between the requested item, and its associated incidents or change requests.

Before you begin

The administrator must enable the Create Change and Create Incident UI actions for the Requested Item [sc_req_item] table. The administrator must set the Active field to true when editing these UI actions .

Role required: itil

Procedure

  1. Navigate to Self-Service > Requested Items.
  2. Open a requested item.
  3. Click the Additional actions menu icon and select Create Change or Create Incident