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Create an incident announcement

You can create an announcement to inform that the incident is processed.

To create an Incident announcement, please complete the following steps: 

1. Navigate to Incident Management → All Incidents and open the incident you need.
2. Click the Create Announcement at the top right corner.
3. Fill in the fields. 
4. Click Save or Save and Exit.

As a result, a new announcement is created in the Announcement table. It also has a reference to the incident in the Related Incidents field. This announcement record is also displayed in the Related Lists area on the incident form.

Incident Announcement form field

Create relationships

You can create relationships between incidents and other types of tasks.

Relationship types

To create relationships, please complete the following steps:

1. Navigate to Incident Management → All Incidents and open the incident you need.
2. Open the Related Records tab.
3. Click the magnifier icon Image Addednext to the appropriate field.

4. In the appeared window, choose the necessary option.

5. Сlick Save to apply changes.

"Parent-child" relationship between incidents

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parent child incident parent child incident

Create such a relationship to link two or more incidents with each other in a "parent-child" model. 

To make the current incident parent to other existing incident, please complete the following steps:

1. Navigate to Incident Management → All Incidents and open an incident that you want to be a parent incident.
2. Open the Related Records tab.

3. Click the magnifier icon Image Addednext to the Slave Incidents field. The incidents list will appear. 

   Tooltip
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   You can also use an autosuggest feature when choosing records in Master Incident or Slave Incidents. For this, start typing an incident number or incident subject.

   
   

4. Select necessary incidents from the list. Click on the checkbox icon Image Addedon the left.
   • You can choose more than one item, all of them will be slaves for the master incident.
5. Click the Select Items button at the top.
   • The Level of Dependency field is automatically populated with the Master value and remains read-only.
6. Click Save or Save and Exit to apply changes.

To make the current incident child to other existing incident, please complete the following steps:

1. Navigate to Incident Management → All Incidents and open an incident that you want to be a child incident. 
2. Open the Related Records tab.
3. Click the magnifier icon Image Addedon the Master Incident field.
4. Select an incident you need to be a parent for the current incident.
   • The Level of Dependency field is automatically populated with the Slave value and remains read-only.

5. Click Save or Save and Exit to apply changes.

Create an incident task

If incident solving requires various departments' participation, you can create an incident task for each of them. They will be related to the parent incident, but not like in the "paren-child" model. 

To create an incident task, please complete the following steps:

1. Open the incident you want to work on.
2. Scroll down the page to Related Lists.
3. Open the Incident Task tab.

4. Click New and fill in the fields.

5. Click Save or Save and Exit to apply changes.
   

Incident State Model *

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* This state model is valid for End-User incidents. Infrastructure Incidents do not have Rejected by User state.

SLA-based Statuses

Status

Description

• Assigned
• In Progress

• In Progress
• Information Needed
• Completed

The responsible person has started working on the issue.

• Assigned
• Postponed
• Information Needed
• External Processing
• Completed

• Assigned
• In Progress
• Rejected by User
• Closed

Waiting Statuses