Ability to create multiple Incidents for multiple users with the same issue?

[turnea]

Hi everyone,

I've been taking a look through SN Community to find an answer to this and I'm not sure that I've found out exactly how to go about doing this.   We've been running into an issue where our Service Desk would receive calls that multiple users are having issues with, for example, how they were set up in an application.   According to process, the analyst will need to create one Incident ticket per user to get their profile reconfigured.

I was just wondering if there would be a way to effectively copy that incident ticket and assign a different user to each one.   I'm not sure if this could be figured out through a record producer and utilizing a list collector to select multiple users which would generate one ticket each or not.   Maybe just a "copy" button would suffice?

Any help with this would be phenomenal.

Thanks!

[mduluk]

I would use a UI action that copies all the fields from the current incident to a new one, except for the caller field.   I would only show the UI action in the context menu, not as a button just so it does not accidentally get used.

The only issue with the record producer is that the service desk needs to know that this is a multiple user ticket at the very beginning, otherwise they have to leave the incident they already opened and copy over all the information they already collected.

[turnea]

That sounds like a fairly easy solution!   I'll definitely give that a try - thank you!

[tltoulson]

Hi Amandah,

Here are a couple of approaches which could work:

Record Producer:   Although these technically are designed to create only a single record, with a list collector of users, you could set the producer to generate the record for the first user and use the producer's script to generate the others via GlideRecord.   The disadvantage is that this is contrary to the Record Producer's design so it may be confusing to maintain.

Template:   You could save the Incident as a template.   Then you would create each incident, apply the template, and change the user name.   The disadvantage is that this is only slightly less tedious than creating each one manually.

Wizard: This would work similar to the Record Producer method.   Add the necessary variables and a list collector for the users/callers.   The disadvantage is that wizards are a little more time consuming to set up than Record Producers but creating multiple records would be a little more understandable in a wizard.

UI Action PopUp:   You could also create a UI Page which presents a List Collector for users and an Ok/Cancel button.   Then you could use a UI Action called Duplicate to pop up the page in a GlideDialogWindow.   This way, any incident could be duplicated for multiple/other users by clicking the link, selecting the users, and clicking Ok.   This one is probably the most tedious to set up but maintains more consistency with the incident form itself.

Edit:  

Template and UI Action PopUp:   Best if you are going to create a ticket for a user and then expect to find others later with the same issue for whom you simply need to duplicate the incident.

Record Producer and Wizard:   Best if you know all (or a large number of) the impacted users up front and wish to create an incident for each one of them in a single step.

[turnea]

All kinds of options!   Much like the other response I'm thinking utilizing a UI Action is probably best.   Although the pop-up may turn out to be tedious, I do agree that it would maintain consistency.   I'll definitely look into doing that as long as it doesn't eat up too much time.   Very helpful, thanks!