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Changing Tickets

PostPosted: Fri Sep 11, 2009 2:34 pm
by tallyho
Is there a simple way to change an incident into a problem ticket in Alloy Navigator? This would be used for escalations and such. Any other recommendations are also appreciated.

Cheers!

Re: Changing Tickets

PostPosted: Tue Sep 15, 2009 12:02 pm
by janstonselig
Nope. but consider if you do escalations, you'd be better off creating and linking a problem to an incident, etc Losing the incident wouldn't be a good idea since customers need to be able to track their submitted tickets. they can't see other types

Re: Changing Tickets

PostPosted: Fri Sep 25, 2009 2:52 pm
by tallyho
Initially I logged all our requests as Incidents but now being more 'ITIL' savvy I know the error of my ways and trying not to re-type all the old tickets. I considered the Import Wizard but found some of the related data isn't carried over. Maybe I missed an option or there's a better way you can share?