Attachments are not getting copied to a Service Request from Incident.

[Sahana. Shenoy]

Hi,

We are having an Auto Task which is used to raise a Service Request from an Incident (When Analyst finds out the ticket should have been logged as a SR not an Incident, they use the Custom button to log a SR) after logging the new SR the Incident will get closed automatically. During the time of SR creation all the field values like (Summary, Description, Team etc) are getting copied to the respective fields of Service Request, except for the Attachment.

We have figured out the Attachment Form name where the attachment values are getting stored in a Table. But we do not have any mappings in the Auto Task to map the attachment field from an Incident to SR using Get Request Information (How can we fix this issue, as we have an Incident reported that the Attachments are missed in the SR's which are logged via Incident.) 

Has anyone encountered this issue, if so can you please help.

Regards,

Sahana

[Sahana. Shenoy]

Hi, please can someone help me with my above query. 

Thanks,

Sahana

[Steve Giller]

The Questions from one Request can be copied to another by the Log New Request node, however this does not apply to attachments.

[Sahana. Shenoy]

Hi @Steve,

Thanks for your response. But is there any possibility to copy the attachments to SR's when it was logged through Auto Tasks.

Regards,

Sahana

[Steve Giller]

I was assuming the Auto Task uses a Log New Request node - is this not the case?

[Sahana. Shenoy]

@Steve, Yes, Auto Task uses a Log New Request node. But under the options of copying fields from INC to SR, we don't have the option for Attachment. As a result it is not getting copied to SR's. 

So, we are wondering is there any other options to copy the attachments ?

Thanks,

Sahana

[Steve Giller]

No, the Questions can be copied, but not the Attachments.

[Sahana. Shenoy]

Thanks for the clarification. 

Regards,

Sahana