Jump to content

Raise New Request - Copy options - Connections & Attachements


Martyn Houghton

Recommended Posts

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

  • Like 1
Link to comment
Share on other sites

  • 5 months later...
  • 1 month later...

@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

  • 2 months later...

@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

  • 2 weeks later...
  • 4 months later...
  • 2 weeks later...
  • 7 months later...

@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

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 account

Sign in

Already have an account? Sign in here.

Sign In Now
×
×
  • Create New...