Move Requests Between Instances

ServiceDesk Plus Cloud allows you to move requests from one instance to another instance. For example, if you have a request that has been erroneously logged into your IT help desk, you can move it to your preferred instance, say, Facilities, without creating a new request.

Role required: SDAdmin, SDSiteAdmin, or SDCo-ordinator.

You can also enable permission for any customs roles to move requests. To learn more, click here.

This functionality is available only for organizations that have deployed multiple instances. To learn more, see Enterprise Service Management.

To move a request to another instance,

Go to Requests.
Click the subject line of the request that you want to be moved to another instance.
Click Actions and then choose Move Request.
Destination Instance: Select the instance to which you want the request to be moved from the drop-down.
Reason: Provide the reason to move the request.
Finally, click Move.

The request in the source instance can either be retained or deleted. You can configure this under Setup > General Settings > Advanced Portal Settings. To learn more, click here.

Notes, attachments, conversations, and inline images of the request will be moved.

User-defined field data will not be moved.

All other system fields will be mapped to the fields in the default template in the destination instance.

The move operation is recorded in the request history.

Conditions for moving requests

Requests can be moved only when the following conditions are met.

Request Status: The request should be in a pending status.

Note: The requests in any completed status or Approved status cannot be moved.
Instance Status: Both source and destination instances must be live.
Valid Email ID: Only requests that are raised by/for requesters with a valid email address can be moved.
The technician who is moving the request must have access to the destination instance. The technician in the source instance can be either a technician or a requester in the destination instance.
The requester who raised the request must be available in both source and destination instances.

Configuring Notifications

You can configure notifications to inform requesters when a request is moved. To do this, go to Setup > Automation > Notification Rules > Request, select Notify requester when a request is moved to another instance, and then click Save.

The following variables are available for this notification:

$FromInstance	Provides the source instance name
$ToInstance	Provides the destination instance name
$MovedRequestId	Provides the request ID, assigned at the destination instance.
$MovedRequestLink	Provides the URL for the moved request to access it from the destination instance.
$MovedComments	Provides the comments added to the request.

You can also customize the notification template. To do this, hover over the notification, click Customize Template icon against your preferred notification type (Email or SMS) make the necessary changes, and click Save.