Associate existing similar cases with Incident

CA5
Tera Contributor

When alert is encountered due to outage then alert generate a incident. How can we find out cases those are created by customers for this outage issues and associate related cases on incident

1 REPLY 1

Shivalika
Mega Sage

Hello @CA5 

 

There must be a common field -

Configuration Item (CI), Impact

Category (e.g., Network, Server, Application)

Short Description or Description keywords

Time of occurrence

 

So you can pull all the cases with any of these fields in common during that duration and use "Parent" field to tag a particular incident to all the cases. 

 

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Regards,

 

Shivalika 

 

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