Change ticket's class

[Jedi Star]

Hi everyone!

Is it possible to create a stimuli that changes already opened ticket class to another one. For example UserRequest to Incident? Thank you

Jedi.

[Vincent @ Combodo]

If you have installed the Full ITIL option, then no, there is no way out of the box to change an object class into another, as they are stored in different tables and have different fields.
You may write your own method which create another object starting from the first one and manually deciding which field must be copied in which other field.
In fact you can already propose this function, with the extension "User action configurator", not through a stimulus but just an action available to some profiles on the details of the object itself in the console.

[Jedi Star]

Thanks for the answer. I read the documentation. but I can't add my action
I added an array to itop-object-copier rule and ran the setup. But nothing changes. Can you help me, please?

[Vincent @ Combodo]

Adding a itop-object-copier rule to the Configuration does not require to run a Setup, it works immediately.
I can't help you without seeing your rule...

[Vincent @ Combodo]

I suppose that you have installed the extension first.

[Jedi Star]

First I installed the extension and add this rule:

'transfer_to_incident' => array(
    'source_scope' => "SELECT UserRequest WHERE status NOT IN ('resolved','closed')",
    'allowed_profiles' => 'Support Agent,Administrator',
    'menu_label' => 'Transfer Request to Incident...',
    'menu_tooltip' => 'Transfer this Request to Incident',
    'icon' => 'fas fa-comment-alt',
    'form_label' => 'Transfer Request to Incident from %1$s',
    'report_label' => 'Transfered from %1$s',
    'dest_class' => 'Incident',
    'preset' => array ( // Series of actions to preset the object in the creation form
        'clone(caller_id,org_id,contacts_list,functionalcis_list, title, team_id, agent_id, description)',
        'copy(id)',
    ),
    'retrofit' => array(),
),

[Vincent @ Combodo]

You cannot copy the "id" the id will change automatically as it creates a new object without deleting the first one.
the initial ticket might need to be auto-closed within the retrofit section.