show related incidents based on a field in the incident ticket, not a user

[timothy_hamano]

So we use incident to track issues with stores that we support,     the caller can be different each time a INC ticket is opened for a store (field: u_store_number)

I would like to find all INC tickets by store number.     Would it be best to modify the UI Macro that "show related incidents" for users?     or any other ideas?       please and thank you for any assistance you provide.  

[ibrahimsafah]

Are you looking for a related list or a UI action to link you to the list view?

[karenlamano]

You can either of those (related list, ui action to filter list view) and create a report or gauge as well.   It depends on who is looking at the data and what makes most sense for the timing of then you typically search for it.   (i.e. if you want to see what other incidents have been reported, it could be a related list on the store's record or perhaps a report/list).   A gauge on a homepage would be a quick way to monitor it and drill down into the details, (this is preferable for management who usually won't look for information within the application (but will start from the graphs/gauges on their homepage).

[timothy_hamano]

I would need to be able to view the related incidents to the store location while in a ticket.   we have 12 people in our service desk and we support the stores 24 hours a day.   If one person calls in a incident and then 12 hours later the same incident is called in again, we dont want to be opening duplicate tickets, we would just updated the existing open ticket.

[Slava Savitsky]

If I understand correctly, when creating an incident, you would like to be able to check whether there are other incidents for the same store, right?

Then you could create a UI Macro similar to "user_show_incidents" out-of-box macro. (It is better to use an existing macro as an example and create a new one instead of modifying an out-of-box macro.)

To have it displayed as an icon near "u_store_number" field, add "ref_contributions=name_of_your_macro" in Attributes field in the Dictionary record of "u_store_number" field.