Current Issue: When a major incident is ongoing, new incidents reported and triaged by the service desk must be manually added to the major incident by opening the major incident ticket and adding child tickets. This process is cumbersome compared to the functionality for associating tickets with problems, where a simple “associate” option is available.
Proposed Solution: Introduce an “Associate” option for new tickets, allowing them to be linked directly to an ongoing major incident. This feature should provide a list of open major incidents for easy selection. This enhancement would streamline the process, reducing the risk of tickets going unassociated and ensuring they receive critical updates from the major incident.
Benefits:
- Simplifies the process of associating new incidents with major incidents.
- Reduces the likelihood of tickets being missed or unassociated.
- Ensures all relevant tickets receive timely updates and information.
