We actually disabled copy to new and copy all via work flow, replacing with a link on the left navigation panel - Copy to New Incident. This works similar to the "Copy to New Change" link in Change Management. Why did we go to all that trouble? Copy to New and Copy All were both picking up hidden fields that caused weird results. On issue was Reported Date since we use that in our Service Level Targets. Someone would copy an old incident and it would breach the moment it was saved because that field was copied. Trust me, don't use copy to new or copy all with ITSM products. There are too many hidden work flow monitoring fields that will get out of sync when you used a closed ticket to generate a new one using copy to new.
Kelly Deaver
L-3 Stratis / FAA Contractor
L-3 Stratis / FAA Contractor
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_-------- Original Message --------
Subject: Re: Copy to New Issue
From: Roger Justice <rjust2...@aol.com>
Date: Wed, March 16, 2011 1:46 pm
To: arslist@ARSLIST.ORG
** If you are entering a resolution category and the Incident is not resolved this is breaking the process since the support person will not be requested a resolution category.
-----Original Message-----_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
From: uday kiran <uday.rem...@gmail.com>;
To: arslist <arslist@ARSLIST.ORG>
Sent: Wed, Mar 16, 2011 2:43 pm
Subject: Re: Copy to New Issue
** Thanks for the reply ,, but it was working fine if we enter those valuesUday_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
On Thu, Mar 17, 2011 at 12:10 AM, Roger Justice <rjust2...@aol.com> wrote:
** This function is not valid when creating a new Incident. There are many fields that are hidden on the original Incident that need to be populated as an Incident is worked.
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_-----Original Message-----
From: uday kiran <uday.rem...@gmail.com>
To: arslist <arslist@ARSLIST.ORG>
Sent: Wed, Mar 16, 2011 1:50 pm
Subject: Copy to New Issue_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_** Hi when we are creating a new Incident using CTRL + T we are getting a msg to enter the value in Reported Source Field and after entering a value in it when we try to save its asking to enter Resolution Category ,, strange error ,, can any one help me outthanksUday
