Duplicating Tickets
If you receive many of the same types of tickets - for example, if a major server was down and you continuously received incident reports about it - or if you have recurring processes, such as routine maintenance requests, you may wish to choose a ticket and duplicate it for every call you receive. You can change the information in the duplicated item, such as the Requester and Due Date to match the new information.
You can duplicate incidents, service requests, problems, change requests, and CIs in ChangeGear, though CIs can only be duplicated using the desktop client.
Duplicated information includes attachments, business services, tasks, and approvers. If you are duplicating a ticket, the duplicated tickets are entered in the unsubmitted state regardless of the state from which they are duplicated.
To duplicate tickets from the grid:
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Select a ticket in the grid view.
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Click the
icon on the toolbar.
The new ticket appears. -
Make any necessary changes to the duplicated ticket.
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Submit the ticket.
To duplicate tickets from within the editor:
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With a ticket open, click the
icon on
the form's toolbar.Note: The duplicated ticket appears in the same web browser as the ticket you are duplicating. If you have any unsaved changes, you must save before duplicating the ticket.
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Make any necessary changes to the duplicated ticket.
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Submit the ticket.