CA Service Desk Manager - Copying a Request Ticket

You can create new a request ticket by copying an existing ticket. The copy will have certain fields auto-populated with your specified values.

There are two ways to copy a request ticket:
(1) Right click on the ticket from the main SDM page:
(2) Open the ticket and select File->Copy from the menubar:
 screenshot screenshot 

The "Update Request" window will display with the following fields values copied from the existing ticket:
  • Request Area
  • Priority
  • Group
  • Assignee
  • Created By
  • Resolution Code
  • Resolution Method
  • Summary
  • Description
Modify the ticket as appropriate, then click the Save button to create the ticket, or Cancel to abort.



Keywords:AITS, training, SDM   Doc ID:80112
Owner:Shawn L.Group:University of Illinois System
Created:2018-02-14 11:38 CDTUpdated:2018-02-14 13:49 CDT
Sites:University of Illinois System
Feedback:  1   0