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

[Sam P]

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

[Berto2002]

+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...

[Berto2002]

Suggest we focus on this other thread which already covers it and which has Connections and Attachments: 

 

[Gerry]

The reason why we have not done anything here is, we cannot see a way of doing this *automatically* from within the BPM without causing all sorts of other problems, especially around data security.   The obvious questions are: -

- Which attachments?
- What if some attachments are sensitive?
- Who can cause attachments from one request to be copied to another?
- and, how do we make that secure. 

While simple attributes like Subject, Description, Resolution and so on are simpler to deal with, attachments are not, because they are unknown and unquantifiable at run time, meaning, it would be all attachments, or no attachments, and from my understanding that would simply fail to meet most use cases most of the time, and would open up questions about security issues too. 

So at this time, I do not see this as a requirement we could implement.