WiscIT: Move Journals and Close Duplicate Incident

Sometimes a duplicate incident will be created, following this document will allow you to close the duplicate and move the journals to the original incident.

These steps will not work in the Web Client. 
  1. If this happens have the original incident id handy. 
  2. Go to the duplicate incident 
  3. Run a onestep to move the journals, attachments, and close the duplicate by doing the following:  
  • Click on One-Step menu at the top 
  • Select One-Step manager 
  • Navigate to the Global/Buttons folder 
  • Select Reassign Journals to Original Incident and click Run 
  • Enter in the original Incident ID number and click OK
This will move all of the journals and attachments to the original incident. The duplicate will be closed and you will automatically be taken to the original incident.

Keywords:duplicate cherwell wiscit reassign move copy attachments   Doc ID:79128
Owner:Will C.Group:WiscIT - Wisconsin IT Service Manager
Created:2018-01-10 14:43 CDTUpdated:2018-01-10 14:43 CDT
Sites:DoIT Help Desk, DoIT Staff, WiscIT - Wisconsin IT Service Manager
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