2 Replies Latest reply on Mar 6, 2018 2:52 PM by Christopher.Bakken

    Create incident ticket based on another ticket

    RyanW Apprentice

      I haven't (yet) implemented Service Requests.  Therefore, I'm currently logging each computer deployment as an incident ticket.  To provide good customer service, I would like my team to perform a follow-up activity to occur AFTER the computer has been deployed.  My thought was to create a workflow that checks for "Status = Resolved" and the "Category = New Deployment".  When those conditions were met, it would generate a new ticket and assign it to my team.  I've actually figured that part out. 


      Where I need help is how to pull the details from the resolved ticket (customer and computer name) and include that information into the new ticket that is generated.  Without that info, my team wouldn't know who to follow-up with.


      Anyone know how I can do that?