Requests are records of reports made to the help desk and the activities performed to resolve the requests. If you create a ticket as a copy of another ticket, the Status field displays all Status values.
Important! Depending on your role, you do not have access to all the functionality described in this section. For example, some predefined roles can edit records but cannot create new ones.
This section contains the following topics:
Process CA Process Automation Workflow Items
Create a Parent/Child Relationship
Use Knowledge to Resolve a Request
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