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Cloning incidents

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.

To clone an incident

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Incidents.
  3. From the list of incidents, select the record that you want to clone. You can also clone closed incidents.
    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. 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.

    The newly created incident has the default status set to OPENED.

    Note

    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.

  4. In the New Incident form, make the required modifications.
  5. 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.
  6. (Optional) To close the original record after you cloned the incident that has pending tasks, change requests or approvals, perform the following steps:
    1. If you want to close the original incident, 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.
    2. Close the original incident. For more information, see Closing incidents.
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