We are excited to announce the ability to mass comment on related incidents is now available. Have you ever had a WiFi outage that caused a mass of incidents to come in? Remember how you had to go one by one to each incident to post an update to the end-users or to the agents who owned the incident? Those times are in the past because you are now able to send a comment to all related incidents.
Let’s take a look at how this works!
Let me first break down where you will have this newly added functionality:
Changes to related incidents
Problems to related incidents
Incidents to related incidents
Note:This is one-directional in this phase and will only go from a problem, change, and or incident to the related incidents.
From now on, whenever you have a problem, change, or an incident that is related to other incidents - you will have a new checkbox option on the comment/note area (this is relevant to existing records and new ones).
Figure 1: "Post to related incidents" checkbox
When this is checked the comment or note will appear in all related incidents.
Private/ Public Notes and Comments
If you are working in an incident you will be able to choose if that comment goes over as a public or private comment to the related incidents.
If you are posting a note from a change or problem, it will come over as a public comment to the related incidents.
On the related incident, you will see the new comment and the origin it came from.
Example:Commented from Incident: #505
Figure 2: A comment added from a related incident
If you are an agent you will be able to click on the comment origin and it will take you to the source of the comment.
This enhancement will eliminate the mundane task of copying and pasting the same comment over and over on related incidents and help you streamline your work.
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