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Create an incident announcement

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

To create an Incident 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.
3. Fill in the fields. 
4. Click Save or Save and Exit.
   

You can create as many incident announcements as you need. 

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

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Incident Announcement form fieldfields

Create relationships

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

To create a relationship, 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 window that appears, choose the necessary option.

5. Сlick Save to apply the changes.

Relationship types

To create a relationship, 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 Removednext to the appropriate field.

4. In the window appeared, 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 You can create a "parent-child" to link two or more incidents with each other in a “parent-child” model. 

To make the current incident parent to another 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 on the magnifier icon next to the Slave Incidents field. The incident list will appear. 

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

   
   

4. Select the necessary incidents from the list. Click on the checkbox icon on the left.
   • You can choose more than one item, ; all of them will be slaves children for the master parent 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 the changes.

To make the current incident child to another 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 on the magnifier icon next to the Master Incident field.
4. Select the incident you need want 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 the changes.

Create an incident task

If solving an incident solving requires participation of 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 "parenparent-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 the changes.
   

You can create as many incident tasks as you need. 

Incident Tasks form fields