Create a copy of an incident in Agent Workspace

You can 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

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

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Create a copy of an incident in Agent Workspace

Create a copy of an incident in Agent Workspace

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Create a copy of an incident in Agent Workspace

Create a copy of an incident in Agent Workspace

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