Track the Number of Incidents Caused by a Change Request from a Closed Incident
Use the Incident Form in the CSM Desktop Client to track the number of Incidents that are caused by a Change.
To track the number of Incidents caused by a Change from a closed Incident:
- Do one of the following:
- In the Status bar, click the Mark as "Recurring" link.
- In the I Want To section of the Quick Info Tile, click the Mark as "Never Fixed" link.
A prompt opens asking if the Incident was caused by a Change Request.
- From the drop-down, select Yes.
The Which Change Request caused this Incident? window opens.
- Click a Change Request.
The Change Request record opens in the Arrangement in a new Change Request Caused This Incident tab.
When a User is working with a closed Incident that has a linked Change Request that is for reference and click either Mark as "Recurring" or Mark as "Never Fixed", a cloneof the Incident is created and links the Change Request in the Change Request Caused This Incident tab.
Run a Saved Search to view data related to Incidents and Service Requests caused by Change Requests (Searching>Search Manager>Global>Track the Number of Incidents Caused by a Change Request).