Create Duplicate or Child Incidents

[adamrauh]

I think this has been asked before but I couldn't remember if it got answered specifically -

Is there an OOB way to quickly create child or essentially duplicate tickets off of one ticket that may be about to be resolved?

When processing new hires we essentially have 2 separate processes - account and deployment.   Accounts come first, and our HR process generates these, but once the account people get done doing their stuff they usually transfer that ticket to the deployment people.

This is fine to get the work done, but sometimes it makes it hard to see the account teams throughput then b/c they're not actually resolving the tickets, just handling it along the way.     If there was a way to quickly/easily create essentially the same ticket, but maybe change 1 or 2 features (ex. queue or category), so they could maybe resolve their ticket and likewise create a deployment ticket, I'd like to understand it.

There are a few business processes I'm leaving out that we'd have to work through, but if I could understand better the above i could present all options.

[Michael Ritchie]

You can enable the Insert and Insert and Stay UI actions on task by changing a system property:

http://wiki.servicenow.com/index.php?title=Personalizing_Forms#Configuring_Insert_for_Task_Records

This will duplicate the record similar using those UI actions for other records in ServiceNow.

[Hichem]

We are exactly in the same case, unable to use the requests today, we are creating our service catalog and requests are used for a different customized module.

We have tried as well to the insert and insert and stay UI actions, but the Duplicate was a more user friendly way to achieve our goals as we may need in some cases to not duplicate all the fields in order to have more relevant informations in the newly duplicated incident.

[jsi]

    Above mentioned Duplicate UI Action will work perfectly here   i guess.