Jitbit Helpdesk - Copy header details when new ticket is created from a previously closed ticket : Ideas forum

New Suggested 1/24/2024 by David Van Dyne

3

votes

Copy header details when new ticket is created from a previously closed ticket

When someone replies to an old ticket, we have configured the setting not to allow the ticket to be re-opened after X number of days. A new ticket is subsequently created and linked to the previous ticket. It would be a nice feature if the header details from the original ticket were copied to the new ticket.

Specific to us are the category and priority fields. It would also be nice if any custom fields could be included (we use custom fields for type and impact, among other things). Lastly, if the technician of the original ticket is still enabled, the new ticket should be assigned to them; otherwise, leave the ticket unassigned.