Martyn Houghton Posted February 9, 2018 Share Posted February 9, 2018 I am sure it is a common occurrence in most service desk, that a request will often spawn a follow on request(s), sometimes at the beginning of its life-cycle, but also at the end when you get ''there just one other thing that might be related' conversation. Therefore it would be could to have the option when raising a new request from an existing one to be able to selectively copy the connections and attachments from the current request. As this would save a lot of manual operations in doing so and ensure consistency. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 9, 2018 Share Posted February 9, 2018 Hi Martyn, We do have a change for this in our backlog. I will add you to the change and update this post when some progress is made. This is not currently scheduled. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 26, 2018 Author Share Posted July 26, 2018 @James Ainsworth Is there any update on this, in particular the ability to copy over the connections? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 26, 2018 Share Posted July 26, 2018 Hi Martyn, This is still in our backlog. No progress to report as of yet. Regards, James Link to comment Share on other sites More sharing options...
SJEaton Posted September 4, 2018 Share Posted September 4, 2018 @James Ainsworth we totally need this too! We have HR users complaining now that attachments and/or questions/custom fields aren't brought through when linked requests are raised and its annoying/time consuming for them to keep referring back into the linked request. It's definitely a feature that HR teams would like so hopefully something can get progressed soon. Sam Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 21, 2018 Author Share Posted November 21, 2018 @James Ainsworth Is there any update on this one? We are trying to implement a Triage/Switchboard service which will then go off and log requests under the correct services based on the original request raised from email, be that manually or via the Auto Responder. It is quite important that the attachments and similarly connections are carried forward into the newly linked request. From a priority point of view, adding to the BPM node capability so we can automate it is ahead of having it also in the user app. Cheers Martyn Link to comment Share on other sites More sharing options...
HHH Posted November 21, 2018 Share Posted November 21, 2018 I'll add us as interested as well since we have a lot of linked requests this would ease things 1 Link to comment Share on other sites More sharing options...
mojahidm Posted December 4, 2018 Share Posted December 4, 2018 +1 1 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted April 9, 2019 Share Posted April 9, 2019 Hi @James Ainsworth Any news on this please? I've got a couple of BPM's with linked requests to create and this option would make things a lot easier!! thanks Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 9, 2019 Share Posted April 9, 2019 Hi @Paul Alexander This change is still in our backlog. I'll update this post once it progresses. Regards, James Link to comment Share on other sites More sharing options...
HHH Posted April 11, 2019 Share Posted April 11, 2019 Interested and following 1 Link to comment Share on other sites More sharing options...
Alisha Posted April 24, 2019 Share Posted April 24, 2019 +1 This would be useful for us as well. Additionally, the ability to open catalog items in a new tab for the same customer (so we can log multiple requests in this way) would also be helpful. 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted December 5, 2019 Author Share Posted December 5, 2019 @James Ainsworth Is there any update on this option to copy Connections and Attachments, when raising a linked request? We are using BPM logic with the Routing Rules to then determine which service to re-log the request under, as it not possible to change the service once the request is logged. This means that connections and attachments have be manually copied over, or you have to access the original request to get to them. Can the priority of this be looked at be increased? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 6, 2019 Share Posted December 6, 2019 Hi Martyn, Thanks for your post. There is nothing to update at the moment regarding these features. This is still in our backlog and is not currently scheduled. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted December 6, 2019 Author Share Posted December 6, 2019 @James Ainsworth Thanks for the update. Hopefully this can rise up the priority list as having the ability for connections and attachments to be copied would be beneficial to a lot of users. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 4, 2021 Author Share Posted November 4, 2021 @James Ainsworth Any update on having the ability to copy over attachments and connections when raising a linked request? Cheers Martyn Link to comment Share on other sites More sharing options...
Berto2002 Posted March 7, 2022 Share Posted March 7, 2022 +1 on this. We want to carry-over attachments from one ticket to another. I have also posted here: 1 Link to comment Share on other sites More sharing options...
Sam P Posted March 7, 2022 Share Posted March 7, 2022 +1 from me (from above post) thanks @Berto2002 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 12, 2022 Author Share Posted May 12, 2022 @Harry Hornbill Any update on this back log development item given its wide interest? Does not help to keep the customer a the centre of your focus when you are not able to copy connections from one request to another. Cheers Martyn Link to comment Share on other sites More sharing options...
HGrigsby Posted June 6, 2022 Share Posted June 6, 2022 + 1 for us too please. I am having to put together an autotask to create a new ticket when it needs to go to a 3rd party to start their SLA (covered in another post Here ) but would like all the information, attachments, connections and timeline to come over to the new ticket. Helen 1 Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now