Creating Master Incidents
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- Log in to the Service Desk console.
- Open the Incident workspace. A list of incidents is displayed.
- Either create a new incident as described in Creating an Incident or open an existing incident.
- In the Impact field, select High. The application activates the Declare as Master Incident checkbox.
- Check Declare as Master Incident.
- The application does the following:
- Changes the title at the top of the form to Master Incident: incident_number (Active).
- Removes the Master Incident tab and replaces it with a Related Incident tab. Link other incidents to this Master Incident by using this tab. Refer to To link incidents to the master incident:
- Activates the Update Related Incident checkbox.
- Click Save to make this incident a master incident.
- Click Update Related Incidents. After you link related incidents, this applies all changes from this master incident to the linked incidents.
- Continue adding information as needed to the master incident.
- To link incidents to the master incident:
- Click the Related Incidents tab.
- Click Link.
- Highlight the incident to link, or shift-click more than one incident.
- Click Select.
- Click Save.