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Copying Tickets and KB Articles

Service Desk > Tickets > Ticket > Copy

Service Desk > Tickets > Edit > Copy Ticket

Service Desk > Knowledge Base > Copy an Article

Service Desk > Search All > Copy

The fastest way of creating a new item is to create it from another item. In the Service Desk module there are four buttons that support copying tickets or KB articles.

  • The Service Desk > Tickets > Ticket > Copy button copies tickets to either a new ticket or a KB article.
  • The Service Desk > Tickets > Edit > Copy Ticket button only copies tickets to a KB article.
  • The Service Desk > Knowledge Base > Copy an Article button only copies a KB article to a KB article.
  • The Service Desk > Search All > Copy button copies either tickets or KB articles to either tickets or KB articles.

Options

  • (Field Values) - Changes the field values of the target item being created.
  • Note Handling - Inserts a hidden note in the target item with the source note information.
    • Don't Copy Notes - Notes are not copied to the target item.
    • Copy Notes - Notes are copied to the target item without changing them.
    • Copy Notes into Description - Notes are copied and consolidated, populating the description field of the target item.
  • Link Ticket - If checked, links source and target items as related items.
  • Action to take on original ticket
    • Close - Makes a copy of the original item, then closes the original item.
    • Close and Archive - Makes a copy of the original item, then closes and archives the original item.
    • Delete - Makes a copy of the original item, then deletes the original item permanently. In effect, the original item is "moved" from one desk to another.
    • Do Nothing - Takes no action on the original item.