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 Cancels and closes the incident with a comment that indicates it has been replaced by a service request (with service request ID)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!