Creating Master Incidents
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Log in to the Service Desk console.
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Open the Incident workspace. A list of incidents is displayed.
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Either create a new incident as described in Creating an Incident or open an existing incident.
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In the Impact field, select High. The application activates the Declare as Master Incident checkbox.
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Check Declare as Master Incident.
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The application does the following:
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Changes the title at the top of the form to Master Incident: incident_number (Active).
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Removes the Master Incident tab and replaces it with a Related Incident tab. Link other incidents to this Master Incident by using this tab. Refer to To link incidents to the master incident:
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Activates the Update Related Incident checkbox.
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Click Save to make this incident a master incident.
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Click Update Related Incidents. After you link related incidents, this applies all changes from this master incident to the linked incidents.
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Continue adding information as needed to the master incident.
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To link incidents to the master incident:
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Click the Related Incidents tab.
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Click Link.
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Highlight the incident to link, or shift-click more than one incident.
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Click Select.
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Click Save.