05/20/2019 178 views

I would like to duplicate a ticket (Service Request). Unfortunately when I do it takes the approver information with it (despite it being a new ticket). It will not let me close the new ticket because the approver information needs to be completed before you can close it but there is no ability (field ) to allow me to do that. I guess I would like to clean out the approver name when I duplicate the ticket. In fact what I would like to clear is the approval status then that would open up the approval fields.

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  • Are you duplicating the ticket with a custom rule?
  • No. If I manually duplicate the ticket it carries across the approval. Because of that there is no opportunity to actually approve the new ticket

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