Associate existing similar cases with Incident

CA5
Tera Contributor

‎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

0 Helpfuls
  • 506 Views
1 REPLY 1

Shivalika
Mega Sage
Mega Sage

‎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. 

 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

 

Regards,

 

Shivalika 

 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

 

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

0 Helpfuls