Change a Call from an Incident to a Problem, Known Error, Major Incident, or Service Request

You can convert any ticket to a different kind of ticket by changing the IPK Status.

Change IPK Status Explorer Option

You can change the IPK status of a call. You can, for example, change an Incident to a Problem or Known Error, or any other IPK status to which you have access.

Changing the status using this explorer option does not create a new call. To create a new call with a different IPK status, use the Clone explorer option.

Cloning Option | ASM Hermesdocs.alemba.com

You can only select a stream to which you have access in the IPK Statuses tab of your IPK Management security role.

1. Display the Call Details window if it is not already on screen.

2. In the explorer pane, expand Workflow, then select the Change IPK Status.

3. In the Select IPK Status dialog box, select an IPK status.

4. Click OK.

The Call Details window will be refreshed to display the window associated with the selected status.

Changing to a different IPK status does not lose any information even if the window for the new IPK status does not contain all the fields on the original one. If you revert to the original IPK status, you will see all the information you specified previously.