How to set the Initial status of a COPIED Incident / Requests to OPEN

Document ID : KB000010763
Last Modified Date : 31/05/2018
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Introduction:

When an Incident / Request is Copied, by design, the Initial status for the Copied ticket follows the following behavior:

. If the status is 'Closed', the Copied ticket status is set to 'Open'

. If the status is different from 'Closed', the Copied ticket status is the same as the source ticket.

Background:

Customer wants to set the Copied ticket status always to 'Open'

Environment:
Service Desk Manager 12.9 / 14.1 / 17
Instructions:

1. Add the following variable in the $NX_ROOT\NX.env and $NX_ROOT\pdmconf\NX.env_nt.tpl (in the end of the file): 

@NX_RIP_COPY_INITIAL_STATUS=OP 

2. Restart SDM services

Additional Information:
The information in this article has been included in our product documentation. You can find further details here:
https://docops.ca.com/casm171/troubleshooting/troubleshooting-ca-service-desk-manager/how-to-set-the-initial-status-of-a-copied-incident-requests-to-open