Relating incident requests as duplicates

Selecting the relationship type when relating a duplicate

Select the appropriate relationship type when relating an incident request as a duplicate:

• If the current incident is a duplicate of the original incident, from the Relationship Type list, select Duplicate of.
• If the current incident is the original incident, from the Relationship Type list, select Original of.

What happens when you relate incident requests as duplicates

When you change the status of the original incident request to Resolved, Closed, or Canceled, the system performs the following actions:

1. Copies the following fields from the original request to the duplicate request:
   • Operational Categorization
   • Product Categorization
   • Resolution
   • CI
2. Resolves all of the duplicate requests.
3. Sets the Status Reason field to Resolved by Original Incident.

If the service in the Service field of the original incident request is a registered service of the company for which the duplicate request was submitted, and the duplicate record's Service field is empty, the system copies the service from the original incident request to the duplicate.

If you relate an incident to an incident that is already resolved or closed, the fields listed above are copied from the original incident to the duplicate.

Reopening an original request

When you reopen an original incident request, the related duplicate incident request is also reopened and moved to Pending status with the status reason as Pending Original Incident.