Linking multiple calls to a single incident

[ambarnes]

Is there a better method than the one I have below? There's got to be because this one is too cumbersome for us.

1. Create the incident ticket like you normally would for any other ticket. Make sure you remember the incident ticket number for future reference.

2. When multiple calls come in with the same problem, enter them as CALL tickets. Make sure to also write down the CALL ticket number that you just entered.

3. Once the incoming calls slow down, bring up the details of the incident ticket from your summary queue screen (red phone). Select Options, Related, Calls, Associate.

4. A screen will pop up asking for the call ticket number. Type it in and press the check button and your call will be linked to that incident.

[imcclell]

We have an option in the drop-dwon menu of the call screen to associate the call to an open problem

[tommy]

If You are using assets properly and have setup sc to support it SC can when You click on create problem in the call search for existing problems based on asset or IR search. Then You can choose to open a new ticket or associate with an existing.