Grouping Incidents

Incidents can be linked together to form project Groups when Incidents are related in some way (e.g., Incidents that have the same solution). New Groups must consist of Incidents that are not already linked.

 

Creating a New Group via the Incidents Tab

Within the Incidents list in the Incidents tab:

  1. Tick the check boxes in the far left-hand column corresponding to unlinked Incidents

  2. Click Link to group the Incidents.
    A Group Number will be assigned and an instant Group hyperlink will appear under the Group column.

    create_incident_group.png

 

Adding Incidents to an Existing Group

To add Incidents to an existing Group within the Incidents list:

  1. Check the boxes of the Incidents that are to be added to an existing Group and at least one Incident already included in the Group

  2. Click Link.
     

 

Merging Incident Groups

Existing Incident Groups can be merged within the Incident Groups tab, to allow all related Incidents within the Groups to be managed as one. To combine Incident Groups:

  1. Go to Operations>Incident Groups

  2. Check the fields next to the relevant Group #'s

  3. Click Merge
    The screen defaults to the Details tab for the Merge Group.

  4. Set the Name, Item Type, Classification, Status, Priority and Description that best defines all associated Incidents

  5. Click Save.
    The History tab records details of the Groups merged to form the new Group. Click the No. hyperlink to view the details. The Impact tab records the Type and Number of requests associated with the Group.

 

Grouping Incidents

Incidents can be grouped by selecting the checkboxes next to the Request # column, followed by the Link button.

 

The system views the request hierarchy from low to high as Service Request, Incident, Problem and Change Request, and if a related request of a higher type is closed, all the lesser type requests are automatically closed, or if the handshaking facility is enabled for the system, moved to the Pending-Approval State.

 

Related Requests

Incidents that are included in an Incident Group, list the associated Incidents in the Related sidebar of the Incident Summary tab. See Related Requests.