Last updated: 2019-09-22

Source: https://support.freshservice.com/support/solutions/articles/50000000614-i-lost-the-requested-items-information-when-i-changed-the-type-of-a-ticket-to-an-incident-why-

We will lose all the requested items when we convert a Service Request into an Incident because we cannot request service items by raising an Incident.

An incident can be raised to report any unplanned disruption which hampers productivity, Whereas a Service Request can be raised to request for specific service items in your helpdesk.