--- title: Installing the Master Incident Package slug: neurons-for-itsm/admin-user-help/enu/latest/installing-the-master-incident-package createdAt: 2026-07-14T19:16:30.857Z --- The **Master Incident** feature comes as a package. There are two package files:  - **Master Incident 2015.2.MetadataPatch**: For core changes such as fields, relationships, business rules, quick actions, saved searched, and dashboard parts. - **Master Incident 2015.2 UI Update.MetadataPatch**: For user interface changes such as forms and layouts. The **Master Incident 2015.2 UI Update.MetadataPatch** file adds additional incident forms and layouts that are designed specifically for the master incident feature. You must be on Neurons for ITSM Release 2013.1 or later and have the **FRS\_Composite-Contract\_Contact** business object in your system. Do not install the **Master Incident 2015.2 UI Update.MetadataPatch** file if: - You are using Neurons for ITSM Release 2012 or earlier. - Do not have the **FRS\_Composite-Contract\_Contact** business object in your system. - You want to retain your existing incident forms and layouts. If you do not install this file but you want to update the incident forms and layouts, refer to [Updating the Incident Header Form](docId\:ASd8yn01dUSyYCfxT099M), [Updating the Incident Details Form](docId\:ASd8yn01dUSyYCfxT099M), [Updating the Incident Resolution Form](docId\:ASd8yn01dUSyYCfxT099M), and [Updating the Incident Layout](docId\:ASd8yn01dUSyYCfxT099M). Follow these steps to install and configure the master incident feature: - [Installing the Master Incident Package](docId\:ASd8yn01dUSyYCfxT099M) - [Updating the Role Definitions](docId\:ASd8yn01dUSyYCfxT099M) - [Updating the Service Desk Manager Dashboard](docId\:ASd8yn01dUSyYCfxT099M) - [Updating the Incident Header Form](docId\:ASd8yn01dUSyYCfxT099M) - [Updating the Incident Details Form](docId\:ASd8yn01dUSyYCfxT099M) - [Updating the Incident Resolution Form](docId\:ASd8yn01dUSyYCfxT099M) - [Updating the Incident Layout](docId\:ASd8yn01dUSyYCfxT099M) ## Installing the Master Incident Package 1. Download the package and save it to a convenient location. 2. From the Configuration console, click **Build** > **HEAT Development Package** > **Package**. 3. Click **Import Package**. 4. Select **Validate and apply if no errors**. 5. Click **Browse...**, find the package that you downloaded, and click **Open**. ## Updating the Role Definitions Follow these steps to give access to the **Master Incident** feature to certain user roles. 1. From the Configuration console, click **Configure** > **Users and Permissions** > **Roles and Permissions**. 2. Select a role. For example, Administrator. 3. Click the **Top Level Tabs** tab. 4. Click **Incident**. 5. For the **Layout** field, select IncidentLayout.ServiceDesk. 6. Click **Save**. ## Updating the Service Desk Manager Dashboard If you have the **Master Incident** feature enabled for Service Desk Managers, update the Service Desk Manager dashboard to include a dashboard part for master incident resolution. The dashboard part is included in the master incident patch files. 1. From the Configuration console, click **Build** > **Charts and Graphs** > **Dashboards**. 2. Next to Service Desk Manager, click the **edit** :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/XA0Pf8tzCagZGGr-uHO2b_edit.png" alt caption size="10" width="15" height="16"} icon. 3. Under Dashboard Objects, expand the **Charts** section. 4. Drag the chart part called **Incident Resolution by Master Incident Comparison** to the right side. We recommend putting it on the right of the chart part called **Top 5 Services with Active Incidents**. 5. In the header of the **Incident Resolution by Master Incident Comparison** chart part, click the **edit**:inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/XA0Pf8tzCagZGGr-uHO2b_edit.png" alt caption size="10" width="15" height="16"} icon. 6. From the **Last** drop-down list, select **5**. 7. From the **days** drop-down list, select **Years**. :::Paragraph{indent="1"} *Master Incident Chart Part* ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/3pzcLxYyG9eHgyqJNzEtw_master-incident-chart.png" alt="Master Incident chart part" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/master-incident-chart.png" githubPath="Content/Resources/Images/help-images/master-incident-chart.png" showCaption="false" width="993" height="683" darkWidth="993" darkHeight="683" indent="1"} 8. Click the **refresh** :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/CfyyeOJzimdb0gvN7UTpT_refresh.png" alt caption size="10" width="15" height="16"} icon to see data for the new date range. 9. Click **Save** to close the chart. 10. Click **Save** to save the dashboard. ## Updating the Incident Header Form 1. From the Configuration console, click **Build** > **Business Objects**. 2. Open the **Incident** business object. 3. Click the **Forms** tab. 4. Click **IncidentHeader** to open the incident header form. 5. Update the **Incident** label by doing the following: :::Paragraph{indent="1"} a. In the form area on the right, click the **Label** field that correlates to the master incident. ::: :::Paragraph{indent="1"} *Updating the Incident Header Form* ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/e6INnAsDG5FTW1J1NONeX_master-incident-header.png" alt="Updating the Incident Header form" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/master-incident-header.png" githubPath="Content/Resources/Images/help-images/master-incident-header.png" showCaption="false" width="1187" height="623" darkWidth="1187" darkHeight="623" indent="1"} :::Paragraph{indent="1"} b. On the left, under the **Control Properties** tab, for the **Visible Expression** field, click the icon to open the Expression Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false" darkWidth="16" darkHeight="16"} :::Paragraph{indent="1"} c. Enter **$(!IsMasterIncident ||CurrentUserRole() not in ("Admin", "ServiceDeskAnalyst", "ServiceDeskManager"))** and then click **Save**. ::: :::Paragraph{indent="1"} *Expression Editor* ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/unZ6eQU4ejDZFZQ-rH9B0_master-incident-expression.png" alt="Adding an expression for master incidents" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/master-incident-expression.png" githubPath="Content/Resources/Images/help-images/master-incident-expression.png" showCaption="false" width="1000" height="600" darkWidth="1000" darkHeight="600" indent="1"} 6. Add a **Master Incident** label by doing the following: :::Paragraph{indent="1"} a. In the top left panel, expand **Other** and select **Label**. ::: :::Paragraph{indent="1"} b. Drag **Label** onto the form into the same cell as the existing **Label** fields. ::: :::Paragraph{indent="1"} c. While the new **Label** field is highlighted, on the left, under the **Control Properties** tab, for the **Label Expression** field, click the icon to open the Expression Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false" darkWidth="16" darkHeight="16"} :::Paragraph{indent="1"} d. Enter **$(local("Master Incident: ") + IncidentNumber + " (" + local(Status) + ")")** and click **Save**. ::: :::Paragraph{indent="1"} e. For the **Style** field, select **RedLabel** from the drop-down list. ::: :::Paragraph{indent="1"} f. For the **Visible Expression** field, click the icon to open the Expression Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false" darkWidth="16" darkHeight="16"} :::Paragraph{indent="1"} g. Enter **$(IsMasterIncident && CurrentUserRole() in ("Admin", "ServiceDeskAnalyst", "ServiceDeskManager")** and click **Save**. ::: 7. Add a **Master Incident Link** field by doing the following: :::Paragraph{indent="1"} a. In the top left panel, expand **Incident > Fields** and select **MasterIncidentLink**. ::: :::Paragraph{indent="1"} b. Highlight the **Reported By** cell and click **Insert Row Above**. ::: :::Paragraph{indent="1"} c. Drag **MasterIncidentLink** onto the form into the cell above the cell called **Reported By**. ::: :::Paragraph{indent="1"} d. While the **MasterIncidentLink** cell is highlighted, on the left, under the **Control Properties** tab, for the **Display Field** field, enter **\[Incident]IncidentNumber**. ::: :::Paragraph{indent="1"} e. For the **Label** field, enter **Master Incident**. ::: :::Paragraph{indent="1"} f. For the **Visible Expression** field, click the icon to open the Expression Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false" darkWidth="16" darkHeight="16"} :::Paragraph{indent="1"} g. Enter **$(if CurrentUserRole() in ("Admin", "ServiceDeskAnalyst", "ServiceDeskManager") && IsMasterIncident ||Status == "Closed" && IsNull(MasterIncidentLink\_RecID) then false else true)** and then click **Save**. ::: :::Paragraph{indent="1"} h. For the **Width** field, enter **4**. ::: 8. Add a **Copy Master Detail** button by doing the following: :::Paragraph{indent="1"} a. In the top left panel, expand **Other** and select **Command Button**. ::: :::Paragraph{indent="1"} b. Drag **Command Button** onto the form into the same cell as the **Master Incident Link** field. ::: :::Paragraph{indent="1"} c. While the **Button** control is highlighted, on the left, under the **Control Properties** tab, for the **Action** field, click the icon to open the Action Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false"} :::Paragraph{indent="1"} d. Under **Master Incident**, choose **Copy Master Detail **and then click **OK**. ::: :::Paragraph{indent="1"} e. For the **Label** field, enter **Copy Master Detail**. ::: :::Paragraph{indent="1"} f. For the **Visible Expression** field, click the icon to open the Expression Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false"} :::Paragraph{indent="1"} g. Enter **$(if CurrentUserRole() not in ("Admin", "ServiceDeskAnalyst", "ServiceDeskManager") || IsNull(MasterIncidentLink\_RecID) == true || IsMasterIncident ||Status == "Closed" then false else true)** and then click **Save**. ::: :::Paragraph{indent="1"} h. In the **Width** field, enter **5**. ::: 9. Add an **Update Related Incidents (Service, Category, and Status)** checkbox by doing the following: :::Paragraph{indent="1"} a. In the top left panel, expand **Incident** > **Fields** and select **IsRelatedIncidentUpdate**. ::: :::Paragraph{indent="1"} b. Drag **IsRelatedIncidentUpdate** onto the form into the cell next to the **Copy Master Detail** button. ::: :::Paragraph{indent="1"} c. While the **IsRelatedIncidentUpdate** cell is highlighted, on the left, under the **Control Properties** tab, for the **Label Pos** field, select **On the right** from the drop-down list. ::: :::Paragraph{indent="1"} d. In the **Label** field, enter **Update Related Incidents (Service, Category, and Status)**. ::: :::Paragraph{indent="1"} e. In the **Visible Expression** field, click the icon to open the Expression Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false"} :::Paragraph{indent="1"} f. Enter **$(if CurrentUserRole() in ("Admin", "ServiceDeskAnalyst", "ServiceDeskManager") && IsMasterIncident && Status != "Resolved" && Status != "Closed" then true else false)** and then click **Save**. ::: :::Paragraph{indent="1"} g. In the **Height** field, enter **1**. ::: 10. Click **Save**. ## Updating the Incident Details Form 1. From the Configuration console, click **Build** > **Business Objects**. 2. Open the **Incident** business object. 3. Click the **Forms** tab. 4. Click **IncidentDetails.ServiceDesk** to open the incident details form for the Service Desk. 5. Add a **Declare Master Incident** button by doing the following: :::Paragraph{indent="1"} a. In the top left panel, expand **Other** and select **Command Button**. ::: :::Paragraph{indent="1"} b. Drag **Command Button** onto the form into the same cell as the **Impact** field. ::: :::Paragraph{indent="1"} c. While the **Button** control is highlighted, on the left, under the **Control Properties** tab, for the **Action** field, click the icon to open the Action Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false"} :::Paragraph{indent="1"} d. Under **Master Incident**, choose **Declare Master Incident** and click **OK**. ::: :::Paragraph{indent="1"} e. For the **Disabled Expression** field, enter **$(Status == "Closed")**. ::: :::Paragraph{indent="1"} f. For the **Image** field, enter **badge-metal.png**. ::: :::Paragraph{indent="1"} g. For the **Label** field, enter **Declare Master Incident**. ::: :::Paragraph{indent="1"} h. For the **Visible Expression** field, click the icon to open the Expression Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false"} :::Paragraph{indent="1"} i. Enter **$(if CurrentUserRole() in ("Admin", "ServiceDeskAnalyst", "ServiceDeskManager") && Impact == "High" && !IsMasterIncident && IsNull(MasterIncidentLink\_RecID) then true else false)** and then click **Save**. ::: :::Paragraph{indent="1"} j. For the **Width** field, enter **12**. ::: 6. Click **Save**. ## Updating the Incident Resolution Form 1. From the Configuration console, click **Build > Business Objects**. 2. Open the **Incident** business object. 3. Click the **Forms** tab. 4. Click **IncidentDetails.ServiceDesk.Resolution** to open the incident resolution details form for the Service Desk. 5. Add an **Update Related Incidents Resolution** checkbox by doing the following: :::Paragraph{indent="1"} a. In the top left panel, expand **Incident > Fields** and select **IsRelatedIncidentResolutionUpdate**. ::: :::Paragraph{indent="1"} b. Drag **IsRelatedIncidentResolutionUpdate** onto the form into the cell next to the **Resolution** cell. ::: :::Paragraph{indent="1"} c. While the **IsRelatedIncidentResolutionUpdate** cell is highlighted, on the left, under the **Control Properties** tab, for the **Label Pos** field, select **On the right** from the drop-down list. ::: :::Paragraph{indent="1"} d. For the **Label** field, enter **Update Related Incident Resolution**. ::: :::Paragraph{indent="1"} e. For the **Visible Expression** field, click the icon to open the Expression Editor. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/gBVrX-tsFJubsDxjfXHiz_function.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/function.png" githubPath="Content/Resources/Images/buttons/function.png" width="16" height="16" showCaption="false"} :::Paragraph{indent="1"} f. Enter **$(if CurrentUserRole() in ("Admin", "ServiceDeskAnalyst", "ServiceDeskManager") && IsMasterIncident && (!IsNull(Resolution) || Resolution == "") && Status == "Resolved" then true else false)** and then click **Save**. ::: :::Paragraph{indent="1"} g. For the **Width** field, enter **18**. ::: 6. Click **Save**. ## Updating the Incident Layout 1. From the Configuration console, click **Build** > **Business Objects**. 2. Open the **Incident** business object. 3. Click the **Layouts** tab. 4. Click **IncidentLayout.ServiceDesk** to open the layout. 5. Under the **Views in this layout** section, click **formView**. 6. Ensure that you are not in the **Try our new look!** view. If you see a link on the top right that says **Switch to old view**, click it. 7. Near the bottom of the page, click **Add Child Panel**. 8. Set the display name by doing the following: :::Paragraph{indent="1"} a. Under the **Display Name** header, click **\**. ::: :::Paragraph{indent="1"} b. Enter **Related Incidents**. ::: 9. Assign a relationship by doing the following: :::Paragraph{indent="1"} a. Under the **Object** header, click **\**.  ::: :::Paragraph{indent="1"} b. In the **FormView Child Panel Relationship Editor** dialog box, select **Use only direct relationship to child object(s)**. ::: :::Paragraph{indent="1"} c. For **Direct Relationship**, click **not set**. ::: :::Paragraph{indent="1"} d. Select **IncidentAssocChildIncident** from the drop-down list. ::: :::Paragraph{indent="1"} e. Click **Save**. ::: 2. Set the list name by doing the following: :::Paragraph{indent="1"} a. Under the **List** header, click **\**. ::: :::Paragraph{indent="1"} b. Select **Incident** from the drop-down list. ::: 2. Set the form by doing the following: :::Paragraph{indent="1"} a. Under the **Form(s)** header, click **\**. ::: :::Paragraph{indent="1"} b. In the **Form Selection** dialog box, click **\**. ::: :::Paragraph{indent="1"} c. Select **IncidentDetails.ServiceDesk** from the drop-down list. ::: :::Paragraph{indent="1"} d. Click **OK**. ::: 2. Set a hidden expression by doing the following: :::Paragraph{indent="1"} a. Under the **Hidden Expression** header, click **\**. ::: :::Paragraph{indent="1"} b. In the Expression Editor, enter **$(if IsMasterIncident == true then false else true)**. ::: :::Paragraph{indent="1"} c. Click **Save**. ::: 2. Set the link button filter by doing the following: :::Paragraph{indent="1"} a. Under the **Link Button Filter** header, click **\**. ::: :::Paragraph{indent="1"} b. In the Expression Editor, enter **$(if \[OtherObject]IsMasterIncident == true || \[OtherObject]Status == "Closed" then false else true)**. ::: :::Paragraph{indent="1"} c. Click **Save**. ::: 2. Check the checkbox under the **Show Count in Title** header. 3. Click **Save**.