Duplicate Requests
If a single request involves multiple issues and to solve the issues it requires more than a single support rep then the request can be duplicated and each duplicated request can be assigned to different support reps. Unlike tasks, where the owner of the request assigns tasks to different support reps, duplicating the request makes it easier for the support rep to take ownership and complete the tasks independently.
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Click the Request tab in the header pane to open the request details page.
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Click the Subject link of the request to be duplicated.
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From the request details page, select More Actions drop down menu -> Duplicate Request option. The Duplicate Request window pops up,
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Select the Number of Copies from the drop down list. The maximum value you can select is 9. If you need more than 9 copies of the request, then you need to invoke Duplicate Request again.
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Click Duplicate button. The copies of the request is assigned with a new request ID that uniquely identifies them. The rest of the information such as the Subject, Description and the request parameters, is retained as it is.
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Note
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1. Any Notes, Tasks or Conversation thread added in the original request will not be present in the duplicated request.
2. The Created Date and Due by Date is different from that of the original request.
3. You can edit the content to specify only necessary information and assign the request to appropriate support reps.
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