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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 together
    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.

  3. This will not work if Incidents representing more than one group are included. For instance, if you have two groups (A and B) each with two Incidents (A1, A2, B1and B2), and you want to add two unlinked Incidents to group A, click the check boxes for the unlinked Incidents and either A1 or A2 or both. If B1or B2 is also clicked, the linking process will fail because it will not know which group to add the two new Incidents to.

 

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 Incident>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.

 

Related Incidents

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