3644487 - Created By field is not behaving as expected for Copy Tickets

When creating a copy of Ticket, the Created By field shows the creator of the original Ticket instead of showing the user who created the copy Ticket.

SAP Cloud for Customer

1. Go to Service > Tickets.
2. Open the desired Ticket.
3. See field Created By = 'User1' (where 'User1' represents the name of the person who created it).
4. Click on Actions > Copy button.
5. Click on Save and Open button.
6. The Created By field is displayed as 'User1', instead of showing the name of the person who just created the copy.

Despite existing a fine-tuning configuration to specify the determination of Created By of Tickets for Customer and Employee Support, when using the copy functionality, an identical copy of that object will be created. This means including field Created By. Hence, the user shown will be the creator of the original Ticket and not the user who created the copy Ticket.

This is the expected behavior of the system.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

KBA: 3475641 - Functionality Currently not Available

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