Duplicating Service Records in Spaces

Efficiency is key in IT service management (ITSM), especially when handling recurring or similar service requests.

Instead of manually recreating records for repeated tasks, the ability to duplicate service records saves time, reduces errors, and ensures consistency.

This feature is particularly useful for handling standardized service requests, routine change management processes, and incident resolution workflows.

In this article, we’ll explain how to duplicate service records in SysAid Spaces.

Available for:

SysAid Spaces

How it works

When duplicating a service record, the title will have (COPY OF) inserted into it, and all the attachments and Action Items will be duplicated.

By default, the duplicated Action Items will be in the same status as the original service record.

Tip:

If you want the Action Items to reset when duplicating a service record:

1 .Go to Setting > Service Desk > General Service Desk Customizations

2. Check the When duplicating a Change/Problem/Request, reset the action items checkbox.

The following entities will not be duplicated:

• Related Items

• Journey logs

• Notes

• Messages

• Activities

Once the duplication has been completed, the original service record and the duplicate will have logs in the Journey tab showing the process. Additionally, the assignee of the original service record will receive an email notifying them about the duplication.

please note:

Service records duplicated in SysAid Classic will also appear as duplicates in SysAid Spaces and vice versa.

Duplicating a service record

To duplicate a service record:

1. View the details of a specific service record and click the 3-dot menu at the top-right corner.

2. Click Duplicate.

3. You’ll be redirected to the newly created duplicate service record.