Ticket Copy Setup

Prerequisites

To set up the Ticket Copy feature,

Have these user licenses Have these permissions Complete these tasks
and review these topics
before continuing

Basics

The Ticket Copy feature is available on the Ticket Search page in FieldFX Mobile.

Use Ticket Copy to add a new ticket by copying an existing ticket.

How Ticket Copy Works

When you add a new ticket using Ticket Copy:

Excluding Fields from Copying

Basics

You can exclude fields from copying to new records by adding them to an FX_Ticket_Copy_Exclusion field set.

When you add fields to an FX_Ticket_Copy_Exclusion field set:

  • Unique values in those fields don’t copy to new records

  • Default values for those fields do copy to new records

Permanent Exclusions

Ticket Copy never copies data from the following fields:

  • Id field

  • External ID field

  • Status field

  • SyncID field

  • Tracking Number field

  • Auto Number fields

  • Formula fields

Adding an Exclusion Field Set

  1. Access FieldFX Back Office

  2. Switch to Salesforce Classic

  3. From Setup, enter "object" in the Quick Find box, then select Objects

  4. Click Ticket

  5. Add the FX_Ticket_Copy_Exclusion field set:

    1. Under Field Sets, click New

    2. In Field Set Label, enter "FX_Ticket_Copy_Exclusion"

    3. In Where is this used, enter "Ticket Copy feature on the Ticket Search page in FieldFX Mobile"

    4. Click Save

    5. Drag the fields you don’t want to copy into the In the Field Set list

      Drag date fields into the In the Field Set list.

    6. Click Save