Service portal: See incidents already open for a CI

[a_3]

Hello,

We are using the service portal to allow the end users to create incidents.

In some cases, those incidents are open for a shared CI (e.g.: shared printer).

We want to allow the end users who open an incident on a shared CI to be able to see that there are already incidents open for this CI.

As an example:

1-User1 create an incident on the shared printer named printer123.

2-User2 wants to open an incident on printer123. In the service portal incident form, User2 is able to see that there is already an incident open for the printer123.

Is there an OOTB way to do this?

Thank you for your help.

[Dr Atul G- LNG · Accepted solution]

Hi @a_3 

Not , OOTB way, but I am thinking why you are showing CI's to end users. That is not a good practice. Also CI can be same but issue can be different for each user.

[a_3]

Hello @Dr Atul G- LNG ,

Thank you for your answer. 

Ba

[Mark Manders]

No, and you also shouldn't, for the reasons Atul already mentioned. 

Best practice is to add the newly created incident to the first one, so they are parented and if the issue is really big, make it into a problem. You are missing the impact of an issue if you don't allow for more tickets to be created for it. Just fix the printer, that will have the least records created for it.

You could put announcements on the portal to show all CI's with issues, but that's really over the top.

[a_3]

Hello @Mark Manders ,

Thank you for your answer. 

Ba