Symptoms

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Unable to copy data of contact_type field to copy incident or create child incident records

Release

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Madrid Patch 4

Cause

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Definition of the Script Include to ignore some fields while a Copy functionality is being done:IncidentUtilsSNC

Script in the Script Include responsible:

ALWAYS_IGNORE_ATTRS : ['active','additional_assignee_list','child_incidents','close_code','close_notes','closed_at','closed_by',
'contact_type','created','created_by','hold_reason','knowledge','made_sla','notify','number','opened_at','opened_by',
'reassignment_count','reopen_count','resolved_at','resolved_by','sys_id','sys_domain','sys_mod_count','time_worked',
'updated','updated_by','watch_list','work_notes_list'],

 

Resolution

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This script can be over-ridden in Script Include: IncidentUtils

 

Remove Attributes which ever you would like to copy

ALWAYS_IGNORE_ATTRS : ['active','additional_assignee_list','child_incidents','close_code','close_notes','closed_at','closed_by','created','created_by','hold_reason','knowledge','made_sla','notify','number','opened_at','opened_by',
'reassignment_count','reopen_count','resolved_at','resolved_by','sys_id','sys_domain','sys_mod_count','time_worked',
'updated','updated_by','watch_list','work_notes_list'],