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For Convert IR to SR (and SR to IR) allow attached files/items to copy over to newly created SR/IR

When doing a Convert IR to SR in the SCSM Console, all attached items are also copied over to the newly created work item (in our context, usually the original email from the customer, which may contain additional attachments, information in the CC line and other items that are not inherently brought over into the original or subsequent WIs).

We've just started using the Convert IR/SR functionality in the Portal (v8.4, on 2016/1801 framework), and while we love the ability to do this directly in the Portal, our Helpdesk staff have indicated that they rely on the ability to reference attached items pretty routinely.

The work-around is to reference the former/resolved IR/SR in the Related Items tab, and from within that WI go to the attached files , but it would be nice to have this as a direct ability within the Convert feature for the Portal.
9 votes

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Comments

  • Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭
    We've addressed this console need through an Incident template that features an Orchestrator runbook that when applied creates the SR, copies all relevant fields/data, resolves the Incident, and then relates the newly created SR to IR for the Analyst and ultimately reporting.

    Alternatively, the freely available SMLets Exchange Connector uses Azure Cognitive Services to determine the attitude of the Affected User and then dynamically create an Incident or Service Request based on their sentiment. From a previous discussion of ours, it sounds like this isn't an option but did want to throw this out there as another way of potentially tackling "What the Work Item should be from the outset" when it comes to email processing.
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