Combining duplicate or related incidents
- Denise Kidd
Identify the parent incident. The parent incident is the related incident that has the most accurate or comprehensive information, but don’t stress too much over the decision.
In each child incident paste the parent incident number into the Parent Incident field in the Related Records tab.
Copy the parent INC number to your clipboard.
Open the child incident in a new tab. Make your way down to the activity stream and select the Related Records tab.
In the Parent Incident field, paste in the parent incident number. Save.
You don’t have to indicate in Work notes which is the parent and which is the child, but I find it helpful.
From this point on, ONLY work from the parent incident. All work notes and additional comments added in the parent incident are copied to each child incident.
If any of the callers on the child incidents are listed as “Guest” copy and paste their email address(es) into the Watch List so that they are notified of each update.
Related content
ID numbers should never be released via ticket, phone, or email. Students can access their ID numbers via Gibson. Students needing ID numbers for transcript orders can enter their SSN or 9 0's in the ID number field.