Create an associated ticket from an incident

  • リリースバージョン: Yokohama
  • 更新日 2025年01月30日
  • 所要時間：2分

    • Create an associated ticket for another relevant department from an incident (primary ticket) when you realize that the issue can be resolved in that department.

    始める前に

    Ensure that the incident has an associated ユニバーサル要求 record.

    Role required: Ensure you have one of the following roles.
    • The agent to whom the incident is assigned.
    • The agent who belongs to the assignment group to whom the incident is assigned

    手順

    1. Navigate to Incidents > All.
    2. Open the incident record from which you want to create an associated ticket.
    3. Click Create Associated Ticket.
      Create associated ticket from incident
    4. In the Create Associated Ticket dialog box, fill in the fields.
      表 : 1. Create Associated Ticket dialog box
      Field Description
      Department Department for which you want to create an associated ticket.
      Short description A brief description of the issue for which the associated ticket is created.
      Description A detailed description of the issue for which the associated ticket is created.
      Work notes A brief description of the issue. You can communicate this issue to the ユニバーサル要求 Routing agent or to the agent of the department for which the associated ticket is created.
    5. Click Create.

    タスクの結果

    The ticket is created for the relevant department and is associated with the universal request record. You can view the associated tickets in the Associated Tickets related list of the ユニバーサル要求 form.
    注:
    When an associated ticket is created, the information is copied from the fields of the universal request record to the fields of the associated ticket record. You can use the Associated Ticket Information and Associated Ticket Mappings tabs of the Mapping Configuration form for incidents. For more information, see Mapping configuration.