ServiceDesk Plus Cloud allows you to move requests from one instance to another instance. For example, if you have a request that has been erroneously logged into your IT help desk, you can move it to your preferred instance, say, Facilities, without creating a new request.
Role required: SDAdmin, SDSiteAdmin, or SDCo-ordinator.
To move a request to another instance,
Go to Requests.
Click the subject line of the request that you want to be moved to another instance.
Click Actions and then choose Move Request.
Destination Instance: Select the instance to which you want the request to be moved from the drop-down.
Reason: Provide the reason to move the request.
Finally, click Move.
The request in the source instance can either be retained or deleted. You can configure this under Setup > General Settings > Advanced Portal Settings. To learn more, click here.
Requests can be moved only when the following conditions are met.
Request Status: The request should be in a pending status.
Note: The requests in any completed status or Approved status cannot be moved.
Instance Status: Both source and destination instances must be live.
Valid Email ID: Only requests that are raised by/for requesters with a valid email address can be moved.
The technician who is moving the request must have access to the destination instance. The technician in the source instance can be either a technician or a requester in the destination instance.
The requester who raised the request must be available in both source and destination instances.
You can configure notifications to inform requesters when a request is moved. To do this, go to Setup > Automation > Notification Rules > Request, select Notify requester when a request is moved to another instance, and then click Save.
The following variables are available for this notification:
$FromInstance | Provides the source instance name |
$ToInstance | Provides the destination instance name |
$MovedRequestId | Provides the request ID, assigned at the destination instance. |
$MovedRequestLink | Provides the URL for the moved request to access it from the destination instance. |
$MovedComments | Provides the comments added to the request. |