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Copying / Carry Forward Attachments and Resolution to new request via BP


Sam P
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When logging a new Service Request via the BP is there a way I can copy any attachments and also the resolution details?

In my scenario Team B need to see what was done by the Team A, but the Services and Supporting Teams mean that Team B cannot see the original request.

Thanks

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  • 3 months later...

+1. I have also just had the same query.

Our users often log an IN when it should be an SR and vice-versa. Because we cannot change the Type, I have an AutoTask/Custom Button combo Service Desk use at triage to create a replacement ticket and inform the Customer of the new reference.

But it doesn't copy-over attachments the customer applied to the original. I really want to be able to do that...

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