Choosing a SIngle Incident as the "Master" Ticket and Attaching Additional Tickets to It

[JMeija]

During a large incident event - can you choose one of the incident tickets are your "main" ticket and attach the rest of calls that come in to that one incident so you are continually updating one ticket instead of 30+?

[SanjivMeher]

Yes. Thats the Best Practice. Add the Parent Incident->Incident Related List from Configure Related List.

When one incident is created by end user and then few more created by several different user, you can make one as Primary and rest all as child.

I think there are out of box Rules, which automatically update the child comment, when parent is updated.

Also exclude the child incidents from your SLA calculation while generating reports in future

[SanjivMeher · Accepted solution]

If I answered your question correctly kindly mark my response correct