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Multi-Item Requests

Also displayed within the Incident Groups List View are any Groups that are created as Multi-Item Requests. These requests allow for multiple Items to be assigned during the Incident creation process, and result in separate Incidents being created for each Item assigned to the initial Incident, which are then displayed within the Related Requests window of the Incident Information screen.

The Incidents are managed as individual Incidents to cater for any special requirements relative to each Item.  For example, consider a situation where a Team rolls-out an update in an organization. In this instance, during the Incident creation process multiple Items are assigned to a single Incident, which the system automatically allocates to separate Incidents that are then managed on an individual basis. This allows appropriate Teams/ Technicians to be assigned to the Incidents relative to their skill-set or departmental assignments. The implementation process more effectively differentiates between the tasks and Items being modified and ensures each Item has its own Audit Trail, Attachments and Notes for future reference.

Multi-Item Requests are also listed as separate Incidents within the Incidents List View.

• Multi-Item requests are created like a single Item request, but have more than one Item assigned during the Incident creation process.

• For more information about managing Multi-Item Requests, see Related Requests.

Multi-Item Request Item Assignment

After assigning a customer to an Incident move to the Find Item field to assign Items to the Incident:

1. Click the relevant Item link if listed below the Find Item search box
   Or, Search for an Item or click to  Create an Item. 

2. The option to create an Item is only available to Technicians if the system Administrator has enabled the Create Items option within the Setup>Privileges>User screen.
   
   

2. Click Next to move to the Details tab if only one Item is to be assigned to the Incident
   Or, select Add to assign additional Items. If Add is selected, a Request Selections window will be displayed that lists all the current Items assigned to the Incident.
   
   

3. Continue to add all the relevant Items to the Incident and then select Next to move to the Details tab
   Within the Details tab the Incident is profiled by assigning a Classification and Description.
   
   

4. Select the Classification, enter the Subject and Description

5. Click Done to enter all Requests simultaneously.
   The Requests are created individually and automatically applied to a Group.