Move Requests Between Instances - SDP help desk guide

When requesters raise requests in wrong instances, Admin/Technician can place those requests in the correct instance by using the Move Request feature. By default, SDAdmins will have access to this feature, technicians can also be granted this permission by selecting the relevant option in the Roles section. This option will be available only for Open/Pending requests.

Note: Once you move a request, it will be created as a new record in the target instance.
Only the Pending requests (Open/OnHold/Pending) can be moved.
If the requester of a request is not added in the target instance, then the request will not be moved. Make sure to add the requester in the instance first and then move the request.
Only the following details of a request will be moved: requester, subject, description, notes, attachments, inline images, and conversations.

Granting Request Movement Permission to Technicians

To grant request movement permission to technicians, go to Admin >> Users >> Roles.

Add a new role or update an existing one by checking Allow technician to move request option.

Configure to delete or close the request in the source instance

You can configure what you want to do with the request in the source instance. Choose either to delete the request or move it to the closed/completed state. Admin >> General Settings >> Self-Service Portal Settings.

Configuring Notification for the Request Movement

You can configure notifications to be sent to the requester when the request is moved to another instance.

To configure notifications,

Go to Admin >> Helpdesk Customizer >> Notification Rules >> Requests.

Enable the option as shown below