Move Requests Between Instances

Move Requests Between Instances

ServiceDesk Plus MSP Cloud allows you to move requests between instances. This is helpful when a request has been incorrectly logged in the wrong instance.

This functionality is available only for organizations that have multiple instances. Click here to learn more about instances.

Role required: SDAdmin; SDSiteAdmin; SDCo-ordinator; Technicians with Move Request permissions.
  
To move a request to another instance,
  1. Go to Requests and select the respective customer from the drop-down in the header.
  2. Click the subject line of the request to open the request details page.
  3. Click Actions > Move Request.

  1. In the Move Request pop-up, select the instance to which you want the request to be moved from the Destination Instance drop-down.
  2. Provide the reason to move the request.
  3. 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. Learn more.
Info
Notes, attachments, conversations, and inline images of the request will be moved.

User-defined field data will not be transferred. All system fields will be mapped.

The move operation is recorded in the request History.

Conditions for moving requests  

Requests can be moved only when the following conditions are met.
  1. The request should be in a pending status.
Info
 Requests in any of the completed statuses cannot be moved. 
  1. Both source and destination instances must be live.
  2. Only requests that are raised by requesters with a valid email address can be moved.
  3. The technician who is moving the request must either have the technician or requester access to the destination instance.
  4. 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 click Save.
 
You can also customize the notification template. Hover over the notification, click the Customize Template icon against your preferred notification type (Email or SMS), make the necessary changes, and click Save.
 

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