Case cloning

The case cloning feature must be enabled by an administrator to allow cloning of cases.

If an employee has an issue that is similar to another case, then you can clone the case and modify it. When you clone a case, most of the fields in the cloned case are populated with information from the original case. This can save time and improve accuracy when agents create cases.

If the relationship feature is enabled, then you can create a generic parent case. Then you can create child cases that are variations of the parent case. When you create a clone of the parent, the original case becomes the cloned case. You can add more child cases to the parent.

When a case is cloned, some items are copied, some are modified, and some are excluded:

Outcome Items
Items that are copied Subject, Issue, Population, Topic, Category, Subcategory, Secure, Service Group, Show Case to Employee, and Priority

All Custom field values

The latest Resolution note, if case status is closed

Items that are modified

Case No., Created Date, SLA Date - New values are generated

Employee - Specify the employee in the Clone Case menu. This could be the same as the original case or a different employee

Assigned To - If cloning agent is a member of the Service Group on the case, case is assigned to them, otherwise left Unassigned

Status - Always set to 'Open'

Substatus - Set to the default value for the population, if configured

Source - Set to the default value for the population, if configured

Time Spent - Reset to 0

Regarding, Contact Relationship, Contact Name, Closed By, Closed Date, and Reminder Date values are all cleared

Items that are excluded Case notes, other than Resolution for a closed case


Case History

Mail History