How to cite Incident records

[Kentaro Numata]

Hello everyone.

We operate an inquiry system at Incident, And we are currently developing the following.

"Ability to quote tickets previously created by the user when making a new inquiry"

The development of the form side is finished.

However, I'm not sure where to store the data.

There is parent_incident, but I feel like it has different uses.

Should I create a custom column? Is there any other way?

Thanks,

Kentaro.

[Mark Manders]

I'm not sure I'm following exactly what you are trying to achieve. Are you trying to show 'previous incident by same caller' on the current incident form? Or is it something optional that an agent or the caller can put on the form?

On the old backend you could simply add the 'Incidents by same caller' related list and on the workspace you could make them visible as well.

What data are you looking to have stored?

[Dr Atul G- LNG · Accepted solution]

Hi @Kentaro Numata 

Do you want to quote an old ticket from same user then you can use the Incident-related list and add it there but if you just want to see an old ticket from the same user, you can OOTB available