Copying tickets to other workspaces

You can copy the information from an existing ticket into a new ticket and link the new ticket to the original ticket. Tickets can be copied across workspaces or moved instead. This feature is useful when:

• A closed ticket must be reopened, but for administrative purposes, a new ticket must be created.
• A new ticket must be created that is very similar to an existing ticket.
• A ticket must be moved or copied to another workspace.
• A new ticket must be linked to an existing ticket.

In a multi-workspace environment, this option enables you to escalate tickets between workspaces. For example, you might have two workspaces: Service  Desk and Development. When a ticket in the Service Desk Workspace must be passed to the Development team, the service desk agent can copy the ticket to the Development Workspace, assigning it to the appropriate Development team.

Tickets that are linked across workspaces will mirror updates made to any of the tickets. When the new ticket is updated, common fields in the originating ticket (such as Description, Title, Priority, and so on), are also updated. The same changes are made to the new ticket when the originating ticket is updated. Your Administrator defines the rules for managing these updates for each workspace.

To copy a ticket to another workspace

1. On your Home page, double-click the Ticket Number of the ticket that you want to copy.
2. Click Actions > Copy.
   The Copy to dialog box appears.
3. In the Destination field, select a destination workspace.
4. In the Item field, select the appropriate item.

5. (Optional) If you want to create a link between this ticket and the copy created in the selected workspace, in the Link Type field, select the type of link.

6. Click OK.

   If the fields in the original ticket do not match the format of the destination ticket, the Incompatible Data dialog box appears. Select whether to Append or Discard the data when creating the copy. A new ticket opens, showing the information from the original ticket.

7. (Optional) Modify the ticket as needed.
8. Click Save and select a save option.
   The new ticket is created.

Related topics

Moving tickets to other workspaces

Updating tickets