Searching for matching incidents

You can find similar incidents that have been reported for an issue, by specifying fields whose values you want to match in other incident records. Your system administrator configures such fields. If you want to match value of a field that is not shown in the Incident Matching field set, ask your system administrator to add it.

You can link matching incidents with the opened incident in one of the following ways:

• As parent: You can link only one incident record as a parent of the opened incident record. If the opened record is a parent, or child of one or more records, the Link as Parent for the opened record is disabled.

• As child: You can link multiple child incidents to the opened incident. After selecting child records, you can also select a status value for the selected incidents. If the opened record is a child of one or more records, the Link as Parent for the opened record is disabled.

The linked incidents are shown in the Linked Incidents related list of a record. All related lists are displayed when you click Record Details on a record in the Remedyfoce Console. If you do not see the Linked Incidents related list, contact your system administrator.

The following topics are provided:

To search for matching incidents

1. Click the Remedyforce Console tab.
2. From the View menu, select Incidents.
3. From the list of incidents, select the record for which you want to find matching records.
4. From the Agent Tools menu, select Incident Matching.

5. In the Incident Matching window, from the Match By list, select the fields whose data you want to match in other records, and click Apply.
   The values in the specified fields of the opened incident record are matched with the values in other incident records.

   Note

   The incident matching search values for text field are case sensitive, that is, it will match exact words only.
   

   Example:

   Consider a string 'Cisco device does not support this feature.' If user enters the search text as just 'Cisco' instead of the entire string, the incident matching will not work. 

6. (Optional) If you know that the incident records that you are searching have some common alphanumeric text, enter that text in the Search text box and click Search.
   You can search for text that appears in all the incident fields except fields of type Lookup, Long Text Area, and Rich Text Format. The records that match the fields selected in the Match By list and the text that you are searching are displayed.
7. To link records that match the opened incident, perform the following actions:
   1. From the list of matching records, select the check boxes for the records that you want to link.
      If you have already linked some incident records, those records are not displayed in the list.
   2. Perform one of the following actions:
      
      • To link the selected record as parent of the incident, click Link Selected Record as Parent of <selected opened incident #>.
        
      • To link the selected records as children of the incident, click Link Selected Records as Children of <selected opened incident #>.
   3. (Linking as children only) Select the status of the linked records, and click Link and Update Status.
      For example, if you select the status Closed, the Status field value is set to Closed in records that you link to the opened. 
      When creating a status or editing a status record, the system administrator can configure the status as the default linking status in the Status menu. If the system administrator has not configured a default linking status, the default status of Closed is displayed.
      You can view the incidents linked as children in the Linked Incidents list. To view the parent incident, add the Incident to the Incident form. 

To view incidents for a selected client

1. Click the Remedyforce Console tab.
2. From the View menu, select Incidents.
3. From the list of incidents, select the record for which you want to see incidents for the selected client.
4. From the Agent Tools menu, select Incident Matching.
5. In the Incident Matching window, from the Match By list, select Client ID and clear the check boxes for Account and Category.
6. Click Apply.
   In a separate window, a list of all the incidents that are reported by the client of the incident is displayed.

To view incidents for a selected category

1. Click the Remedyforce Console tab.
2. From the View menu, select Incidents.
3. From the list of incidents, select the record for which you want to see incidents for the selected category.
4. From the Agent Tools menu, select Incident Matching.
5. In the Incident Matching window, from the Match By list, select Category and clear the check boxes for Account and Client ID.
6. Click Apply.
   In a separate window, a list of all the incidents that are reported for the category selected for the incident is displayed.

Related topics

Configuring fields to search for matching incidents

Adding related lists to a module