Role required: incident_manager.

Create an incident announcement

You can create an announcement to inform affected users that the incident is being processed. For more information, see General Concepts and Procedures. 

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

TypeDescription
Related ProblemsThe incident is related to the problems specified.
Related User QueryThe incident is related to the user query specified.
Solved by ChangesThe incident is solved or can be solved by the change request specified.
Caused by ChangesThe incident is caused by the change request specified.
Parent Incident
The incident has a parent incident.
Child IncidentsThe incident has one or more child incidents.
Related ArticlesThe incident is related to the Knowledge Base article specified.
Known ErrorThe incident is a known error. It has a recorded root cause and a workaround.
Related RequestThe incident is related to the service request specified.
Related EventThe incident is related to the event specified.

"Parent-child" relationship between incidents

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 Child Incidents field. The incident list will appear. 

    You can also use the autosuggest feature when choosing records in Parent Incident or 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. 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 Parent Incident field.
  4. Select the incident you want to be the parent for the current incident.

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

You can close all child incidents related to the parent incident with a bulk action, without having to navigate to a form of every child incident. To do so, complete the steps below:

  1. Make sure that the parent incident is in the Completed state.
  2. Navigate to the Related Records tab and click the Complete all child incidents button.

The state for all child incidents will be changed to Completed, too. The closure notes and other service information will be transferred from the parent incident.

Also, when you comment on a parent incident, the comment you made is transferred into its child incidents in two ways, depending on the comment type:

  • The comment in the Work Notes field is copied from the parent incident into the relevant fields of all the child incidents.
  • The comment in the Additional Comments field is copied from the parent incident into the relevant fields of all the child incidents. A comment announcing notification is sent to the incident caller.

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

FieldMandatoryDescription

Number 

YThis field contains an incident task number in INTXXXXXXX format and is populated automatically.
IncidentYSpecify the incident for which you need to create a task. This field is populated automatically when you create an incident task from the related list on the incident form.
StateY

The state of the task. This field is populated automatically. Available options:

  • Registered
  • In Progress
  • Completed
  • Closed
  • Canceled
SubjectYAdd a short description for the task.
DescriptionNAdd a detailed description for the task.
Followers listN

Specify the users to receive notifications, when:

  • A Work note is added to the activity feed; 
  • The record state changes;
  • The value of the fields Assignment Group, Assigned User changes;
  • The agent adds or deletes a follower. 

The users will not receive notifications when a user Follows or Unfollows the record on their own using a corresponding UI-action on the form. 

The field is read-only when the record is in the Canceled or Closed state.

Assignment GroupY

Choose a group to assign the task to.

When an incident has been assigned to a group, the Assigned User field becomes non-mandatory.

There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to Restrictions for assignment. 

Notes tab
Work NotesN

Add work notes. The field becomes mandatory when:

  • the Assigned user changes the state to Completed, Canceled or Closed.
  • other user with the ITSM_agent role changes the State value.

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