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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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.


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

Service Desk Manager 12.9 / 14.1 / 17

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): 


2. Restart SDM services

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