Cloning a Closed case possible?

[Rob Sestito]

Hello SN Comm,

I was wondering if anyone knows if Cloning a Case is Possible in SN Istanbul Patch 7 version.

I know I am able to (as I have the feature) to Clone a Task.. However, I have not see anything about being able to Clone a Case..

Does anyone know if this is possible?

Short story:

When a Case is closed, and the end user comes to us day(s)/Week(s) later saying their issue was not resolved... For reporting purposes, we want to open a new Case for the same thing, instead of reopening the Closed Case.

Thanks in advance if anyone has information on this..

Cheers,

-Rob

[Michael Ritchie]

Its definitely possible, though not out of the box.   You will need to create a script that will copy over the fields from the closed case to a new case.   But definitely doable.

[Rob Sestito]

Thanks for your reply Michael,

Do you have any info on this or know where documentation would be that I could go and learn how to do that?

Thanks,

-Rob

[Michael Ritchie · Accepted solution]

There isn't any documentation unfortunately, but there are examples in the out of the box code that you can learn from:

• Existing Clone Task UI action on a case: /nav_to.do?uri=sys_ui_action.do?sys_id=fa5370019f22120047a2d126c42e701d
  • This calls a script include called hr_Task and calls a function within it called cloneTask: /jav_to.do?uri=sys_script_include.do?sys_id=765370019f22120047a2d126c42e7000
  • The cloneTask function is pretty generic and you could possibly clone this UI action to use on the parent case table.   The only issue is it won't loop through all the child records of that case and clone them too, not sure if this is your requirement.
• The out of the box Change Management appliction has a "Copy Change" button that will copy the Change (change_request) and Change Tasks: /nav_to.do?uri=sys_ui_action.do?sys_id=eb0f43eb9fa331002920bde8132e7072
  • This calls the ChangeUtils, which calls the ChangeUtilsSNC script include: /nav_to.do?uri=sys_script_include.do?sys_id=2ddf83eb9fa331002920bde8132e7044
  • In this script include you will find various code that copies values and related lists

There are also several solutions on ServiceNow Share for cloning records, unfortunately not cases, that you can learn from as well:

ServiceNow Share

[Rob Sestito]

Much appreciated Michael - thank you for your help and information on this!

Cheers,

-Rob