Tick the check boxes in the far left-hand column corresponding to unlinked Incidents
Click Link to group the Incidents.
A Group Number will be assigned and an instant Group hyperlink will
appear under the Group column.
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:
Tick the check boxes in the far left-hand column corresponding to unlinked Incidents
Click Link to group the Incidents.
A Group Number will be assigned and an instant Group hyperlink will
appear under the Group column.
To add Incidents to an existing Group within the Incidents list:
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
Click Link.
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.
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:
Go to Operations>Incident Groups
Check the fields next to the relevant Group #'s
Click
Merge
The screen defaults to the Details tab for the Merge Group.
Set the Name, Item Type, Classification, Status, Priority and Description that best defines all associated Incidents
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.
Incidents can be grouped by selecting the checkboxes next to the Request # column, followed by the Link button.
Within the Home tab, the type of request Group created is based on the Request Type assigned to the Group.
If the Group contains Incidents, it is an Incident Group
If the Group contains Incidents/Change, it is a Change Group
If the Group contains Incidents/Problem/Change, it is a Change Group
If the Group contains Incidents/Problem, it is a Problem Group
If the Group contains Problem/Change, it is a Change Group.
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.
Incidents that are included in an Incident Group, list the associated Incidents in the Related sidebar of the Incident Summary tab. See Related Requests.