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 copies the currently open ticket to either a new ticket or 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
Link Ticket - If checked, links source and target items as related items.
Summary - A one line summary description of the ticket.
(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.
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.
