Converting a Ticket to a Request (and Back)
Picked the wrong type when a ticket came in? You don't need to delete it and start over. FyneDesk lets you switch a ticket to a request — or a request back to a ticket — in a couple of clicks.
What this is
In FyneDesk, a ticket (also called an incident) and a request (a service request) are the same kind of record — they just carry a different label. An incident usually means "something is broken," while a service request usually means "I need something." Because they're the same underneath, you can flip one into the other at any time without losing the conversation, attachments, or history.
Who can do it
Both agents and admins can convert tickets. There's one exception: if your closure policy has locked a ticket, an agent can't convert it — but an admin still can. If you're an agent and the convert option is greyed out or missing, the ticket is most likely locked, and you'll need an admin to do it.
Two ways to convert
You can convert from the ticket list, or from inside an open ticket. Both do exactly the same thing — pick whichever is handier.
From the ticket list
- 1Right-click the ticket's row in the list.
- 2Choose Convert to request. (If the record is already a request, this option will instead read Convert to ticket.)
From inside an open ticket
- 1Open the ticket, then click the ··· (more) button in the top-right corner, next to the Resolve button.
- 2Choose Convert to request (or Convert to ticket if it's already a request).
What happens when you convert
After you pick the convert option, a confirmation box appears explaining the change. Confirm it to proceed. Then:
- The record switches type immediately.
- It gets a new reference number that matches its new type. For example, an incident numbered
INC000159becomes a request numberedREQ000135. - The old number is kept in the record's history, so nothing is lost — but from now on the record goes by its new number.
INC... for incidents and REQ... for requests), so a converted record always picks up a fresh number in the new series. Anyone searching for the old number can still find it through the record's history.
What gets recorded
Every conversion is written to the record's Activity tab, so there's always a clear trail of who changed what. The entry shows who did the conversion, when, and the before-and-after — the old type and number, and the new type and number. For example:
| Who | What the Activity tab records |
|---|---|
| Dan | Converted this from Incident (INC000159) to Service Request (REQ000135). |
Undoing a conversion
Changed your mind? Just convert it back the same way — open the menu and choose the opposite option. One thing to keep in mind: converting back gives the record another new number, because it moves into the other numbering series again. The full history of every conversion stays in the Activity tab, so you can always trace where the record started.
Frequently asked questions
Will I lose the conversation, comments, or attachments?
No. Converting only changes the type and the reference number. The description, comments, attachments, assignee, and everything else stay exactly as they were.
I'm an agent and I can't convert a ticket. Why?
The ticket has most likely been locked by your organization's closure policy. Agents can't convert locked tickets — an admin can. Ask an admin to convert it for you.
Can I still find the ticket by its old number?
Yes. The old number is preserved in the record's history, so it remains traceable even though the record now goes by its new number.
How do I tell which type a record currently is?
Check the convert option in the menu — it always names the opposite type. If it says "Convert to request," you're currently looking at a ticket; if it says "Convert to ticket," you're looking at a request.