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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 announcement, complete the following steps: 

1. Navigate to Incident Management → All Incidents and open the incident you need.
2. Click the Create Announcement in the top right corner of the form.
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 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.

Incident Announcement form fields

Number 

Announcement state. This field is populated automatically with New when the announcement has just been created. Other options:

• Review – the announcement must be reviewed. After setting this state, notifications are sent to all emails specified in the Reviewer’s Email field.
• Published – the announcement is displayed on the Self-Service Portal and/or sent via email. Select the via Email and/or via Portal checkboxes, accordingly. 
• Inactive – the announcement is inactive. It is not displayed on the Self-Service Portal and not sent via email.

For more information, see General Concepts and Procedures. 

Available options:

Add a description for the announcement.

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 next to the appropriate field.

4. In the window that appears, choose the necessary option.

5. Сlick Save to apply the changes.

Relationship types

"Parent-child" relationship between incidents

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parent child incident parent child incident

You can create a "parent-child" relationship to link two or more incidents. 

To make the current incident a parent to another existing incident, 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 next to the Slave Child Incidents field. The incident list will appear. 

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

   
   

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

To make the current incident a child to another existing incident, 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 next to the Master Parent Incident field.
4. Select the incident you want to be the parent for the current incident.
6. The Level of Dependency field is automatically populated with the Slave value and remains read-only.

Click Save or Save and Exit to apply the changes.

Create an incident task

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

To create an incident task, 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

Follow / Unfollow UI-actions are available on the form. If you click Follow, you will be added to the Followers list and start receiving notifications. If you click Unfollow, you will stop receiving notifications about the changes in the record.

Access to the form fields

The read or update access to certain fields of a record can vary depending on the current user's roles.

• The users with the ITSM_agent or incident_manager roles, other than the creator of the incident task or the assigned user, can:
  • View the record.
  • Submit Work notes in all states of the incident task other than Closed.
  • Edit the Followers list field value.
  • Edit the State, Assignment group, and Assigned user field values in all states of the incident task. The Work notes field becomes mandatory in this case.
• The caller can:
  • View the record, except for the Work notes field.

Incident task state model

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