SN Ticket Transfer

Convert ServiceNow tickets between INC and RITM, with full field and attachment transfer.

SN Ticket Transfer: Effortless Conversions for ServiceNow Service Operations Workspace Streamline your ITSM workflow by instantly converting ServiceNow tickets between Incidents (INC) and Requested Items (RITM) entirely from the Service Operations Workspace! Why start over when you can transfer? Often, users open a ticket in the wrong category—like submitting a request for software as an Incident. Instead of manually re-typing the information, this extension handles everything natively with one click. 🌟 Key Features: 🔄 Instant Conversions: Seamlessly convert an Incident to a Request (RITM) or vice-versa, preserving the original context. 📎 Automatic Attachment Transfer: All attachments from the source ticket are securely fetched and uploaded to your newly converted ticket. 📋 Comprehensive Field Mapping: Intelligently copies all crucial IT Service Management data, including: • Short Description & Detailed Description • Advanced Categories (Level 3 & 4) • Assignment Groups, Owner, and Assigned To • Caller & Requested For fields • Business Services, Funcional Area, Location • Watch List & CMDB Configuration Items ✅ Intelligent Closure: Automatically transitions the original ticket to a 'Closed' or 'Resolved' state and inserts an auto-generated, helpful close note addressing the caller with the newly created ticket reference number—educating them on correct ITIL practices. 🚀 Workspace Integrated: Seamlessly injects a native-feeling "Transfer" icon into your ServiceNow workspace sidebar, following ServiceNow's own dark/light visual modes. How it works: Navigate to any active Incident or RITM internally within your Service Operations Workspace. Click the "Transfer to RITM" (or INC) button injected directly onto the left toolbar. The extension fetches your ticket data securely via ServiceNow APIs, creates the new record with all fields mapped, transfers files, safely closes the old ticket, and redirects your current tab to the new one. Enjoy your streamlined workflow! Designed and structured for optimized IT support by Cosmin Trica.