Close ticket as duplicate
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‎04-18-2016 07:38 AM
Is there any OOB functionality available to close the ticket as"Duplicate"?
I want to have a feature to close my tickets (incidents/tasks) as duplicate , please share your thoughts
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‎04-18-2016 08:55 AM
Yes, you could to that for task as well. I'd probably go with an approach of a separate UI action for Incident, then one for each type of task you'd need to close as a duplicate, since you might have different requirements for each task type. That also has the plus of keeping things somewhat compartmentalized, so ongoing support of the functionality is easier as opposed to having one generic "close as duplicate" UI Action that needs to go through a bunch of different logic to determine what exactly it's supposed to do in a given circumstance.
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‎04-25-2016 06:43 AM
Hi MIke,
What if i want to set my SLA to cancelled ?? when i close my ticket as "Duplicate".
Should i glide and set the value of SLA or create new SLA in definition ?
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‎04-25-2016 06:45 AM
I guess, modifying the SLA definition accordingly should work. They will get auto cancelled. I mean, no gliding needed.
