Copying a Request

 

When a single request has multiple issues in it that requires more than a single support rep to handle them, then the request can be duplicated and each of the duplicated requests can have only one issue. This makes it easier for the support rep to take ownership and complete the task independently.

 

To make multiple copies of the request

  1. Log in to the SupportCenter Plus application using your user name and password.
  2. Click the Request tab in the header pane.
  3. Click the Title of the request that you want to duplicate.
  4. In the View Request page, on the right-side Tasks block, under the Actions, click the Copy this Request link. A Copy Request pop-up window opens, requesting you to give the number of copies.
  5. Enter the number of copies in the text field provided beside the Number of Copies label. The maximum value you can enter is 9. If you need more than 9 copies of the request, then you need to invoke Copy Request again.
  6. Click Copy to make the copies of the request. The new copies of the request will be assigned new request ID that will uniquely identify them. The rest of the information is retained as is.

Once you have created the copies of the request, you can edit the same to contain only the necessary information and assign appropriate support reps. You can modify the request copies by editing the copy of the request. To know how to edit a request, refer to the section Editing a Request.

 

While copying the request, the Notes added to the original request (if any) will not be present in the duplicated requests. Also, the Created Date and Due by Date will be different from that of the original request.



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