Create an associated ticket from an incident

Create an associated ticket for another relevant department from an incident (primary ticket) when you realize that the issue can be resolved in that department.

Before you begin

Ensure that the incident has an associated Universal Request record.

Role required: Ensure you have one of the following roles.

• The agent to whom the incident is assigned.
• The agent who belongs to the assignment group to whom the incident is assigned

Procedure

1. Navigate to Incidents > All.
2. Open the incident record from which you want to create an associated ticket.
3. Click Create Associated Ticket.

   

4. In the Create Associated Ticket dialog box, fill in the fields.

   Table 1. Create Associated Ticket dialog box

   Field	Description
   Department	Department for which you want to create an associated ticket.
   Short description	A brief description of the issue for which the associated ticket is created.
   Description	A detailed description of the issue for which the associated ticket is created.
   Work notes	A brief description of the issue. You can communicate this issue to the Universal Request Routing agent or to the agent of the department for which the associated ticket is created.

5. Click Create.

Result

The ticket is created for the relevant department and is associated with the universal request record. You can view the associated tickets in the Associated Tickets related list of the Universal Request form.

Note:

When an associated ticket is created, the information is copied from the fields of the universal request record to the fields of the associated ticket record. You can use the Associated Ticket Information and Associated Ticket Mappings tabs of the Mapping Configuration form for incidents. For more information, see Mapping configuration.