CA Service Desk Manager - How do you copy 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:AITS Service Desk .Group:University of Illinois System
Created:2018-02-14 10:38 CSTUpdated:2020-12-06 23:01 CST
Sites:University of Illinois System
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