# Converting a Ticket into a Case

If during the processing of a Ticket query it becomes apparent to you that the request is best handled as a Case, you may choose to convert the Ticket to a Case.'

{% embed url="<https://enate.cdn.spotlightr.com/watch/MTQyMDU5OA==>" %}

To convert a Ticket into a Case, expand the settings card of a Ticket, select 'Convert to Case' and then select the Case process you want to convert the Ticket into.

<figure><img src="/files/zFM5fSwQhpi13yLLTQKB" alt=""><figcaption></figcaption></figure>

The system will then bring up any relevant custom cards for that Case - just fill in any required data and then click on 'Start Case' in the info card.

If your system has be configured to allow you to override the due date upon Case creation, you can select a new due date here.

<figure><img src="/files/obeZ48dMrHZQtDl1sOZW" alt=""><figcaption></figcaption></figure>

If your system has been configured to set a schedule for a new Case upon creation in work manager, you can select a schedule here.

![](/files/-MhDzsXyRto3IwCUlzuq)

You can choose to keep each separate Ticket with you by selecting 'Keep with me' in the settings card and you can choose to send an email to the primary contact for the Ticket informing them that the Ticket has been turned into a Case by selecting the 'Send Automated Emails' option.

<figure><img src="/files/DCVpI4JuKIqyuJFj8zqQ" alt=""><figcaption></figcaption></figure>

Confirm the Ticket promotion up to a Case by clicking the button in the Info card:

<figure><img src="/files/oPUxyrlKdUZds6TW3G3R" alt=""><figcaption></figcaption></figure>

You will see a confirmation messages informing you that the Ticket will be closed and replaced by a Case (with the same reference number, but a ‘-C’ ending).

The original Ticket does not form any further part of service delivery and will now be in a state of Waiting with a Resolution Method of 'Case Launched' with a link to that Case.

<figure><img src="/files/kCeLybELysRRneovBMk8" alt=""><figcaption></figcaption></figure>

The original Ticket will move to a state of Closed when the Case that has been launched is Closed.

The new Case launched will be in a state of To Do.

<figure><img src="/files/qEoAy18LlpQx8PBETYmu" alt=""><figcaption></figcaption></figure>


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.enate.net/enate-help/work-manager/work-manager-2021.1/processing-a-ticket/convert-a-ticket-into-a-case.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.