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Convert IR to SR

Enhancement: Convert IR to SR 

Steps to Complete:

  1. Copy the .js contents into your CiresonPortal\CustomSpace\custom.js file.
  2. Copy the customtasks.srtemplates.html file to your CiresonPortal\CustomSpace\ folder.
  3. If updating from a previous version, clear your browser history.
  4. Refresh browser.
  5. Open a Service Request and click the “convert to sr” task.


  • If the Incident is Resolved, the task will not show up.
  • If the user is a non-analyst, the task will not show up.
  • If the converted Incident had any activities attached to it and they are incomplete, they will be skipped.


  • Options
    Alan_FosterAlan_Foster Customer Adept IT Monkey ✭✭
    edited May 2018
    is there a way to add the SR ID to the resolution "This Incident was converted to a Service Request. SR99999" and also add to the description in the SR "This SR was converted from IR99999"
  • Options
    Joakim_NormannJoakim_Normann Customer Adept IT Monkey ✭✭
    edited September 2018

    If we run Convert IR to SR, the incident is still open and we don't get any confirmation that an SR has been created in the background. If we use Convert SR to IR then the SR will get cancelled and a new window with the IR is shown. What can we do to get the same functionality on the Convert IR to SR?

    When you are converting from SR to IR you are getting redirected to the IR. This doesn't happen when you convert to SR.

  • Options
    Justin_ClarkeJustin_Clarke Customer Advanced IT Monkey ✭✭✭
    Great Solution but seem to have an issue with the script not resolving the incident. Service request gets created but the incident never changes to resolved. IE seems to work most of the time but firefox never works. Any ideas or help would be appreciated.
  • Options
    Martin_StrbavyMartin_Strbavy Member IT Monkey ✭
    Have you been testing this in latest SSP version? it looks that script is unable to resolve incidents. Is here someone with same experience?
  • Options
    H_GerlingH_Gerling Member Adept IT Monkey ✭✭

    same issue here, Incident not resolved using firefox.


    Management Pack Version: 7.7.2016.218

    Plattform-Cache: 3009.3.10

    Plattformversion: 5.3.3

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