Associate existing similar cases with Incident
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03-24-2025 01:31 PM
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
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03-24-2025 01:44 PM
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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