From time to time incidents and requests are incorrectly identified and it is necessary to change the record type. This means that an incident has been opened but the record now needs to be a request, or a request record was opened and now it needs to be classified as an incident. This page will walk you through switching from a Request item to an Incident record
Only generic requests can be switched to incident records.
Before you will be able to switch a request to an incident, the record must be assigned to you.
Use your mouse to right click at the gray bar at the top of the request item to view the menu.
Select Switch to Incident.
The original request will contain notes stating that it has switched to an incident.
