Converting a Ticket into a Case Improvements

We have made it quicker for users to convert a Tickets into a Cases. This functionality is useful when it becomes apparent during processing a Ticket query that the request is better handled as a Case.

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.

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 been configured to allow you to override the due date upon Case creation, you can select a new due date here.

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

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.

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

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.

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.