Duplicate Requests

Role Required: Technicians with Add Request permission

 

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

 

Duplicate an Incident Request 

1. Go to Requests and choose the respective customer from the drop-down in the header.
   
2. Open a request's details page and click Actions > Duplicate Request.
   

1. In the Duplicate Request pop-up, enter the number of duplicate copies you want to make.
   
2. The maximum value you can enter is nine. If you need more than nine copies of the request, you must click the Duplicate Request option again.
   
3. Click Copy. The new copies of the request will be assigned new request IDs. The rest of the information, such as the request details and description, will remain as it is.
   

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

 

Duplicating a Service Request 

1. Go to Requests and choose the respective customer from the drop-down in the header.
   
2. Open a request's details page and click Actions > Duplicate Request.
   
3. A new service request form opens with the values copied from the parent service request.
   

1. Fill in the fields as required 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 contained more than five checklists, only five checklists will be duplicated. 

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

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