Cloning incidents or service requests

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 or service request, then you can clone the record, modify the incorrect data, and reuse the record. In this case you need to close the original incident or service request.

To clone an incident or service request

1. Click the Remedyforce Console tab.
2. From the View menu, select Incidents/Service Requests.
3. From the list of incidents or service requests, select the record that you want to clone.

4. 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.  You can also clone closed incidents or service requests. 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. For the service request, the Request Details pop-up window opens and displays the request inputs populated with the values that were entered in original service request. The newly created incident or service request has the default status set to OPENED.

   Note

   When you are copying a service request, the new tasks and change requests linked to the Request Definition are created after you save the copied service request. Similarly when you copy 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.

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