More of a question really. We have a VERY active help desk and are using the Incident module to track master tickets. So we have a bunch of SC related to one Incident. What our help desk is asking is whether a Smart Action can be set up to copy the currently open record to a new one. Like the "Create an Incident" Smart Action. They cannot go through the entire list of SCs and then use Edit, Copy, Paste because we have SUCH a high volume of calls.
If this is not possible, I'm looking for ideas about what other companies are doing.