What is the best way to identify a similar or related incident(s) by the contents of description / work notes?

[aansell]

Hi everyone,

Is there a way to identify any related previous incidents based on the contents of the description, short_description and/or worknotes?  Is there anything oob that would enable us to 'link' incidents based on the contents of some or all of these fields.

I know we can do Global Searching / Contextual Searching but I was wondering if there was something  similar to 'incidents by same caller' related list but  more  along the lines of 'incidents on the same subject / topic'.

Is this available oob or has anyone implemented something along these lines as a customised feature?  

Any help/guidance would be appreciated.

Thanks,

Arthur

[aansell]

Hi Creativethinker,

That is a suggestion which I had not thought of, and it's a good idea although I think my users were hoping I could devise a solution that would be available from within the incident form and would (somehow) automatically produce a list of 'related' incidents on the form. Nevertheless I appreciate your creative thinking on this! There is always more than one way to meet a requirement.

Thanks,

Arthur

[Ct111]

Thanks Arthur

[Joanna15]

Is this share still accessible? I cannot open it. Can the information be found somewhere else? Thank you.