Related Requests

The Related sidebar is automatically displayed when an Incident is linked to other requests.

Incidents can be linked in the following ways:

• Using the Group button within the Incident list

• Within the Incident Groups option under the Incident tab

• Linking requests within the Analysis tab of an Incident

• As a result of  multi-Item request creation.

Any Incidents that belong to a group can be viewed within the Related Requests sidebar window, inside the Incident Information screen. Within this window, all related requests are listed and can be controlled as one. For example, notes can be applied to all related Incidents, or the entire group can be closed.

Managing Related Requests

The details of a related Incidents can be viewed by hovering the mouse over the colored icon. Click on the same icon, and the system moves to the Incident Information screen of that related Incident.

Bulk Updates

The Bulk option allows one or more related requests to have the following information updated simultaneously:

• Priority, Workflow, Team, Status, Escalation Layer &Technician

• Notification method and recipients

• Request Classification

• Items

• Description, Attachments and Notes.

To complete a bulk update for any of the above elements:

1. Go to Incident>Incidents
   Or, within Incident>Incident Groups select the Group # link and move to the Related tab.

2. Click on the Request # link of the relevant grouped request

3. Tick the checkboxes of the requests in the Related Requests sidebar that are to be updated

4. Select
   The system displays the Bulk Editor screen.

• The system does not allow requests with a Status of Pending - No Contract to be updated. If the bulk update is only associated with requests of this status, an error message is displayed noting that one or more requests need to be selected.

5. Amend the appropriate element as per the above list

6. Click Save.

Remove Related Requests

To remove an Incident from an Incident Group:

1. Go to Incident>Incidents
   Or, within Incident>Incident Groups select the Group # link and move to the Elements tab.

2. Click on the Request # hyperlink of a grouped request

3. Click
   The Incident opens in Edit mode and checkboxes become available next to the Incidents in the Related sidebar.

4. Tick the checkboxes of the Incidents to be removed

5. Select .
   The marked Incidents are removed from the Group.

Closing Incidents within Groups

Requests within the Related sidebar can be closed individually by moving the Workflow State to a Exit/Closed State within the Incident Information Screen. Grouped requests can also be closed as a group, by changing the request Status to a Exit/Closed State as part of a Bulk update. (See Bulk Updates above.)

Alternatively, all Incidents can be closed by using the Solution button within the Notes tab of an Incident. This option is available if the Handshaking facility has not been enabled for the system, within the Administrator>Setup>Privileges>Requests tab.

To close related Incidents using this method:

1. Go to Incident>Incidents
   Or, within Incident>Incident Groups select the Group # link and move to the Related tab.

2. Select the Request #  hyperlink of a request in the relevant Group

3. Click  

4. Enter the note details of the Solution

5. Check the Apply to Incident Group option
   
   

6. If relevant, enable Create Knowledge
   This will move the content of the Note field to a Solution Knowledge Base Article with the Visibility of Assigned Request.

7. Click  .
   The related requests are automatically closed and the Note content is also made available in the Knowledge Base if the Create Knowledge option was enabled.

• When an Incident has a Solution applied to it, the icon is visible next to the exit Status, within the Incident Summary Tab. To view the Solution, click the icon.