Cloned ticket triggers

Rachel Hafley

Our Agents need to be able to Clone a service desk ticket and the reporter of the original ticket is not notified.

Could we define an automation to remove the reporter when a ticket is cloned (before it is saved to prevent the original reporter from receiving emails)?  I have not been able to find a way to define how a ticket is created in the automation wizard.

John Funk

Hi Rachel,

You should be able to create an Automation Rule based on a Manual Trigger. See the example below - just add the Reporter field to the Cloned issue and put in whomever you like.