Creating a copy of a request

[Shamaila.Yousaf]

Hello, hope you can assist.

In the old version of Supportworks you could create a copy of a request or an incident. Any ideas if this can be done or if there are plans to have this feature available?

Thanks in advance for your assistance.

[James Ainsworth]

Hi @shamaila.yousaf

On a request from the Link Requests action you can create a new linked request that brings across some of the information from the original request and allows you to run through progressive capture to apply other bits of information.  We will be looking to allow for additional information to be automatically brought over from the original request in the future.  The is more or less the same as copying, but it allows you to select and edit information as part of the raising the new request.

Regards,

James

[Shamaila.Yousaf]

Thanks @James Ainsworth.  For now, this is a great workaround for us.

Looking forwards to seeing more details automatically being brought over.

Thanks for your reply back, it's much appreciated.

[Guest Paul Alexander]

Hi

I was just jumping in on this request, I was wondering if there any more additions being considered for copying or cloning requests? We'd like the option of cloning some requests with the only difference being the customer (for instance, if a site decides they'd like to upgrade all of their monitors, rather than raising one request 25 times, we could raise one request and clone it 25 times which our financial guys would prefer, as we can then charge things individually!)

 

thank you

 

[James Ainsworth]

Hi Paul,

There are no additional plans for providing a cloning feature for requests.  What we plan to do is improve the information that is taken from one request to another when using the ''Raised Linked Request'' option.  At the moment when you use the ''Raise Linked Request'' option, some, but not all of the information is fed into the Progressive Capture.  We would like to have more information automatically brought over when performing this action. The end result with using the ''Raise Linked request'' option is it will be very similar to a copy or a clone, but it gives you the opportunity to modify some of the information in the same way that you would want to change the customer for each request.

Would you be able to step through the process of raising a linked change from your original change, using the ''Raised Linked Requests'' and let us know what additional information you need from the original request, which is missing in the linked request?

Regards,

James