Hi Kelly can u give me the workflow details to disable the copy to new function and copy to new Incident
Thanks in advance Uday n Thu, Mar 17, 2011 at 7:45 AM, Kelly Deaver <[email protected]>wrote: > ** > 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 > [email protected] (ARSlist mail) > [email protected] (Business mail) > > > > -------- Original Message -------- > Subject: Re: Copy to New Issue > From: Roger Justice <[email protected]> > Date: Wed, March 16, 2011 1:46 pm > To: [email protected] > > ** > 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----- > From: uday kiran <[email protected]> > To: arslist <[email protected]> > 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 > values > > Uday > > On Thu, Mar 17, 2011 at 12:10 AM, Roger Justice <[email protected]> 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. >> >> >> >> -----Original Message----- >> From: uday kiran <[email protected]> >> To: arslist <[email protected]> >> Sent: Wed, Mar 16, 2011 1:50 pm >> Subject: Copy to New Issue >> >> ** 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 out >> >> thanks >> Uday >> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ >> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
