Copying tickets or service requests
If you want to report an issue that is similar to a ticket or service request that you created earlier, you can copy the record, modify the details, and reuse the record. Also, if you have entered incorrect data in the original ticket or service request, you can clone the record, modify the incorrect data, and reuse the record. In this case, you need to close the original ticket or service request.
When you copy a ticket or service request, the original record is not updated. The new record that is created by copying an existing record is treated as a new record. The status of the new record is set as Opened. The fulfillment and approval process for the new ticket or service request are re-initiated. If you had submitted the existing record for approval manually, you must submit the new record for approval manually.
To copy a ticket or service request
- On the View Tickets and Requests tab, navigate to the record that you want to copy.
You can copy open or closed tickets or service requests.
- Click Copy.
- In the new form, make the required modifications.
- Click Save.
- To close the original record, click Close.
If you cannot close the original record, go to Add Attachments and Notes > Notes. Add the note in the Notes field for the staff user or the system administrator to close the original record.