If a client reports an issue that is similar to a record that you have resolved earlier, you can clone the resolved record, modify the details, and reuse the record. Also, if you have entered some incorrect data in the original incident, then you can clone the record, modify the incorrect data, and reuse the record. In this case you need to close the original incident. The default status of the cloned record is set to OPENED. Note that you can also clone closed incidents.
When you are copying an incident that was created using an incident template, the new tasks and change requests linked to the template are created after you save the copied incident. Once you clone an incident, although the Priority~ field value shows the value from the original record, updating the Urgency or Impact field value recalculates the priority after the record is saved.
To clone an incident
- Click the Remedyforce Console tab.
- Click View > Incidents.
From the list of incidents, click to open the record that you want to clone.
Click Actions > Clone.
A copy of the record is opened in a New Incident form with the field values that are populated from the original record that was used to copy.
- In the New Incident form, make the required modifications.
- Click Save.
If the original tasks or change request were sent for approval, then you need to submit the newly created tasks and change request for approval.
- (Optional) To close the original record after you cloned the incident that has pending tasks, change requests or approvals, perform the following steps:
Recall the approvals and close the linked tasks and change requests. For linked change requests, contact your system administrator or the owner of the change requests to close the linked change requests and tasks or recall the approval sent for the change requests.
Close the original incident. For more information, see Closing incidents.