Converting incidents to service requests
If clients send an email message to helpdesk email address, such as firstname.lastname@example.org, an incident is created in BMC Remedyforce. In the email message, it is possible that clients send requests for services. In those cases, staff members must update the incident by selecting required request definition.
When you convert an incident to service request, and reopen the service request record in the Service Requests module, all incident fields may not be available in the service request. The data of such fields is not lost, but not visible on the UI. Contact your system administrator to configure those fields in the Service Requests module.