[ForYourInformation -34] ESM ticket movement simplified
Now ESM customers can move tickets between instances, this feature is available from 11110 and post builds of ServiceDesk Plus.
Yes, just in a couple of clicks the tickets will be moved from one instance to another instance spontaneously. In any IT Service Desk environment, for a new user to choose the right template and submit a ticket will be quite challenging. At times they tend to submit tickets in an inappropriate queue or an incorrect ServiceDesk Plus instance. When days pass by the ticket submission will turn out to be a simple task.
Who can migrate your tickets?
- Admin/Technician can place those requests in the correct instance.
- By default, SDAdmins will have access to this feature, technicians can also be granted this permission by selecting the relevant option in the Roles section [Admin tab -> Roles].
Steps to migrate the tickets:
- Select the particular request from request list [Request tab -> Request list view]
- Request details page [Actions -> Move request]
- Select the required instance from the popup window.
- Provide the reason for request migration in the comments section.
Import notes on ticket migration:
- Migrated tickets will be created as new tickets in the respective instances.
- Make sure to add the requester in the instance first and then move the request.
- In our current design only the Pending requests (Open/OnHold/Pending) can be moved, we have future plans to consider moving tickets with other statuses too.
- Only the following details of a request will be moved: requester, subject, description, notes, attachments, inline images, and conversations.
- You can enable the configuration to delete the request or move it to the closed/completed state. [Admin tab -> General settings -> Self service portal]
- You can enable notifications to be sent to the requester when the request is moved to another instance. [Admin tab -> Notification rules]
