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Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: Service Desk. To view an earlier version, select the version from the Product version menu.

Creating a related incident from an incident

You can relate an incident to another incident as a related request. When you create a related incident, information from the original incident is copied to the new incident.

Success

Best practice
To help ensure accuracy and completeness, we recommend that you create a related incident to copy information from the original incident. Avoid using CTRL + ALT + C to copy information from an incident.

To create a related incident

  1. Open the incident request record.
  2. Create an incident that is related to the original incident request.
    1. From the Quick Actions area, click the arrow beside Create Related Request.
    2. From the menu, select Incident.
       In the incident form, the information from the original incident is copied. A relationship is created between the two incidents.
  3. Complete the incident form as described in Creating-an-incident-request-record-without-a-template.
  4. Click Save.

 

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BMC Helix ITSM: Service Desk 21.05