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 an Incident record to a Request item.
Before you will be able to switch an incident to a request, the record must be assigned to you.
Use your mouse and right click at the gray bar at the top of the incident to view the short cut menu.
Select Switch to Request.
The original request will contain notes stating that it has switched to a request.
