Incident Processing

This section focuses on Incidents processing by the agents.

Create Child Incident

Create a child incident links two or more incidents between each other in a "parent-child" model. To create a child ticket, please complete a following steps:

1. Start creating a new incident in a way as it was described here;
2. Fill in the form, then scroll down the page and press the Related Records tab;
3. Unlock Slave Incidents. For this, press a lock icon.
4. 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.
5. Press the lock icon again and then press Save.

Create Relationships

Escalation Rules

Assigning and Updating Incidents

Priority Management