How to copy a closed/completed RITM to a new RITM

[j_hale]

Is there a quick or easy way to make a copy of a closed RITM?

When a requester does not respond to our follow up emails after several attempts we close their RITM with a "canceled" status. On several occasions we receive a response from the requester AFTER the RITM has been closed, asking our team to then re-open the request and move forward with the software/hardware purchase.

Our organization has been manually copying all RITMs prematurely closed over to a new RITM and then pasting all the information in the fields of the new RITM.

I'm still new to SNOW so I do not know scripting and have limited access (non-admin), but I can reach-out to our support team for assistance.

I'm hoping to find a one-click method that will allow me to choose the closed RITM and then allow me to copy the closed RITM to a new RITM.

In Peoplesoft finance we would use a "copy from" function, enter the requisition number we wish to copy, and then create a new requisition from the closed requisition.

Thanks,

Jonathan Hale

[sumiche]

One can only put in an enhancement request if one is allowed by one's "Customer Administrator" ... but for my company, I don't know who that is (altho' they may tell me, who knows). I am merely vocal.

I would want 3 enhancements:

The ability to copy (in a controlled manner as per my other reply).

The ability to continue to add tasks to open RITMs, including those closed accidentally and re-opened (which should then act just as if they'd never been closed).

The ability to treat the knowledge base as a wiki, with _community_ monitoring, NOT "official" policing / approval (except by exception, e.g., to remove clearly wrong answers, non-appropriate commentary (and to discipline if necessary (and to throw out repeat offenders)), and perhaps move off-topic responses elsewhere (e.g., maybe have a kitchen-sink article, and see what grows out of it, or a kitchen-sink section even)).

No, wait, a 4th: The ability to reconfigure historical masters, e.g., if they're assigned to the wrong CI or problem classification, so that statistical count means something. The Help Desk makes a lot of mistakes, and lots of people just throw up their hands and give up.

That's it for me.

Thanks for listening.