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This section focuses on Incidents processing by the agents.
Create Child Incident
Create a child incident may be necessary links two or more incidents between each other in a "parent-child" model. To create a child ticket, please complete a following steps:
- Start creating a new incident in a way as it was described here;
- Fill in the form, then scroll down the page and press the Related Records tab;
- Unlock Slave Incidents. For this, press a lock icon.
- Press a magnifier icon to select incident that will be parent for this one. You can select over one incident, in this case all of them will be parent for it.
- Press the lock icon again and then press Save.
Create Relationships
Escalation Rules
Assigning and Updating Incidents
Priority Management
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