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Home > Supervisor Guide > Incident Management > Incident Groups > Incident Groups Tab

Incident Groups

Incidents that are related can be linked together to form groups. Once the group is created, the Incidents can be managed together. This may be relevant when multiple Incidents are:

Users can group Incidents together manually through the Incident Groups tab (as outlined below) or within the Incident list (see: Grouping Incidents).  Incidents that have multiple Items assigned to them during the Incident creation process are also listed within the Incident>Groups tab.

 

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Creating a new Group via the Incident Groups tab

To create a new Group via the Incident Groups tab:

  1. Select Incident>Incident Groups tab

  2. Click New

    new_group.png

  1. Enter a Name for the Group

  2. Assign an Item Type, if applicable

  3. Assign a Classification if an Item Type is selected

  4. Assign a Group Priority
    The Status is set by default to Open.

  5. Enter a Group Description

  6. Click Save
    The screen will default to the Analysis Tab, which allows the User to Group existing requests. The information displayed can be adjusted by using the Filter options.

    incident_group_analysis.png

  7. Check the field next to the relevant Request # to add the request to the Group

  8. Select Add

  9. Click Done to record the new Incident Group.

 

Creating a new Group using a Group Template

An Incident Group can be created using a Group Template. A Group Template contains a series of tasks in the form of Quick Calls. For more information, see: Group Templates.

 

Tasks within the Group Template can be created simultaneously or sequentially in the system. If the In Sequence option is used, the first task within the Group Template is created when the Template is selected. When the first task is closed, the next Task within the Template is automatically created and so goes the auto-creation process until all tasks within the Template have been created and closed in sequence.

 

To create a new Group using a Group Template:

  1. Select Incident>Incident Groups

  2. Click New
    The New Group editor is displayed.

  3. Select the Use Template option
    A list of Group Templates is displayed.

    srg_use_template.png

  4. From the drop-down list, select the appropriate Template

  5. Enter a Name, as unique identifier for this Group
    The selected requests for the Group are displayed. These requests are the Quick Calls assigned to the Group Template.
    template_applied.png

  6. Click Next

    template_search_customer.png

  7. Search and select the Customer to be associated with the tasks included in the template
    (If the Customer details are not in the database and are to be created as part of the tasks included in the template, assign a default customer and update the details  in the Customer tab of the Request, when the Customer details exist in the system.)

  8. The Selected Requests for the Group are displayed
    These requests are the Quick Calls assigned to the Group Template. To exclude any of the requests from the newly created Group, deselect the checkbox next to the Template name.

    template_assigned_requests.png

  9. Select the Creation option:

  1. Click Save
    The Group is created including all Quick Call Requests. To add or remove Incidents to or from the Group, use the Analysis and Elements tabs described later within this topic.

 

Analysis Tab

Incidents can be linked to a Group within the Analysis screen of an Incident Group. To search for Incidents to add to the Group, use the system filters or the Search option.

The system filter includes the following:

Unassigned Requests

Description

Project Requests

Incidents that have been assigned to the Incident Group/Project.

Unassigned Requests

All Incidents that exist in the system and have not been assigned to

the Group.

Potential Requests - Item Type &

Incidents in the system that match the Item type and/or classification of the Group.

Potential Requests- Keyword match

Incidents with keywords that match between the Incident description and the Group description.

  • Note: The match is only performed on the first 250 characters of the description.

All Incidents (sys)

Lists all Incidents in the system. Note that this option is not visible to Technicians when the privilege to View Others’ Incidents is disabled by the Administrator.

Incident Queue (sys)

Displays Incidents assigned to the System User by default, which Technicians can reassign after viewing. (This is only available if the functionality is enabled for the system and Team.)

My  Incidents (Active) (sys)

Displays all Incidents in an active Workflow State that are assigned to the logged-in User.

My Incidents (All) (sys)

Displays all Incidents, in active and inactive Workflow States, that are assigned to the logged-in User.

My Teams Incidents (Active) (sys)

Displays all Incidents in an active Workflow State, allocated to the Teams with which the User is associated.

My Teams Incidents (All) (sys)

Displays all the Incidents, in active and inactive Workflow States, allocated to the Teams with which the User is associated.

 

To link Incidents within the Incident Group Analysis tab:

  1. Go to Incident>Incident Groups

  2. Select the Incident Group # link

  3. Move to the Analysis tab

  4. Choose the Filter option

    incident_group_analysis.png

  5. Select the Incident checkbox on the left

  6. Click the Add button

  7. Click Done.
    The screen defaults to the Groups list.

 

Elements Tab

The Related tab displays all the requests that belong to the Incident Group. From this screen, any request can be removed.

 

To remove a request:

  1. Go to Incident>Incident Groups

  2. Select the Incident Group # link

  3. Move to the Elements tab

  4. Select the checkbox of the relevant Incident

    incid_grp_remove.png

  5. Click the Remove button.

 

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, 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.


Closing an Incident Group

To close an Incident Group and all of its related requests:

  1. Go to Incident>Incident Groups.

  2. Select the Incident Group # link

  3. Move to the Elements tab

    close_group_incident.png

  1. Select a Request # hyperlink
    The Summary tab of the Incident is displayed.

  2. Click Edit

  3. Within the Related sidebar check all related Incidents

    selected_incidents.png

  4. Select the Bulk option
    The Bulk Editor screen is displayed.

  5. Select the Status of Closed - Resolved or desired Workflow Exit State

    bulk_update_status_incident.png

  6. Click Save

  7. Click Save and Done.
    The Details tab of the Group now displays a Status of Closed - Resolved.

 

Duplicated Incidents

When an Incident is duplicated, the new Incident is linked with the original Incident creating an Incident Group. Incidents can be unlinked through the Group's Elements tab.