Duplicating Requests

Duplicating an Incident Request

When a request has multiple issues, many technicians have to work on it. In such a case, a request is duplicated so that each duplicated requests carry only a single issue. This makes it easier for the technicians to take ownership and complete the task independently.

To duplicate an incident request:

On the Request Details page, go to Actions >> Duplicate request.
Duplicate Request pop-up window opens requesting you to enter the number of copies.

Enter the number of copies in the text field. The maximum value you can enter is 9. If you need more than 9 copies of the request, then you need to invoke copy request again.
Click Copy. The new copies of the request will be assigned new request ID that will uniquely identify them. The rest of the information such as the request details and description remains as it is.

Notes, tasks, checklists, reminders, resolution, and approval status of the original request will not be present in the duplicated incident requests. Also, the created date and due by date will be different from that of the original request.

Duplicating a Service Request

This feature allows technicians to create a copy of service requests. In Service Request duplication, the values of a parent service request will be copied to create a duplicate request.

To duplicate a service request:

On the Request Details page, click Actions and click Duplicate Request.
A new service request creation page opens with the values copied from the parent service request.
Make the required changes and click Add Request.

Users can create only one duplicate service request at a time.

Checklists will be duplicated for service requests, but the checklist values will not be copied.

If the service request was previously merged and contains more than 5 checklists, only 5 checklists will be duplicated.

If a service request template is modified during duplication, existing checklists will not be duplicated. The checklists in the modified template will be added to the duplicated request.