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    Alistair Caw
    Linking IncidentsAnswered
    Topic posted June 19, 2017 by Alistair CawRegular 
    118 Views, 6 Comments
    Title:
    Linking Incidents
    Content:

    Hello,

    I am looking for a process to link incidents together. For example, if two or more customers call to report the same issue, is there a way within Oracle to link the incidents rather than create duplicates?

    Best Answer

    Alistair Caw

    Here is the document I found to create parent / child incident relationships. Its been well put together and the steps are clear but it can get a bit sticky at times!

    Answer

     

    • Jess Campbell

      Incidents are generally tied to the contact. If there are separate contact records, there will be separate incidents.

      However, you can use a custom object field to create a Parent/child relationship between two incidents. We use this extensively on our implementation.

       

    • Danette Beal

      yes on Jessica's suggestion.

    • Alistair Caw

      Great stuff, thanks for getting back to me Jess. I managed to find a step by step document on another post which is proving to be a challenge!

    • Alistair Caw

      Here is the document I found to create parent / child incident relationships. Its been well put together and the steps are clear but it can get a bit sticky at times!

    • Jess Campbell

      Nice find! Just FYI, we don't set the child incidents to closed when we close the parents for our implementation. We may still need to communicate with the customers on the child incidents. YMMV.

    • Carl Elliott

      I would agree that the script to close the child is not always necessary.   

      If you are tracking related issues I like to put a flag on the Parent/Main issue incident.  Then have a report that shows those parent/main issue incidents.  That way you can search those prior to creating a new incident and then if there is an existing issue that you need to set as the parent it is easy to find.  It prevents having to search through several incidents and try and determine which one is the main incident.  When you close the main incident you can use a multi-edit on the child report in the workspace to close all the children.