Create a copy of an incident in ITSM Agent Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Create a copy of an incident to avoid having to manually enter the value of all the fields in the new incident.

    Before you begin

    Role required: agent_workspace_user or admin

    About this task

    Users with the agent_workspace_user role can copy any incident but users without any role can copy only the incidents that they created. Fields and related lists are copied from the parent incident to the new incident based on the incident property settings.
    Note:
    Affected CIs (task_ci) and Impacted Services (task_cmdb_ci_service) are available by default in the related list. You cannot add any other table in this field but you can remove any of the default values.

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
    2. From the list, click Incidents > Open.
    3. Open the incident record that you want to copy.
    4. Click the more actions icon (More actions icon) and select Copy Incident.
    5. In the Copy Incident dialog box, enter the name of the caller for whom you are creating the copied incident.
    6. Click OK.
      A new incident is created and saved. The following message appears in the activity stream:

      This incident is copied from INCXXXXXXX.