create a related incident from incident
with multipart requests and level 1 to level 2 support tickets it would be helpful to have a 'create incident' button that was similar in function to the 'create change' button now on the incident form.
a key difference would be the closure rules, as it would not be acceptable that the closure of the sub ticket closes the parent (in the way that a change created from an incident closes the incident that created it, or so I think it works)
The business case is that first level support owns the customer, creates a separate ticket (rather than reassigning) to 2nd level support (or perhaps several such tickets) then manages their closure with level2, until all sub tickets are closed then the first level support closes back to the client. this hides the messy execution portion from the client, supports SPOC approach, and ensures the communication of closure or related tickets as the first level support person is the 'requester' in the sub tickets.
of course you can do this now, but you lose the copy across of data, and you must link by hand, without the idea of parent-child.
/kdl
a key difference would be the closure rules, as it would not be acceptable that the closure of the sub ticket closes the parent (in the way that a change created from an incident closes the incident that created it, or so I think it works)
The business case is that first level support owns the customer, creates a separate ticket (rather than reassigning) to 2nd level support (or perhaps several such tickets) then manages their closure with level2, until all sub tickets are closed then the first level support closes back to the client. this hides the messy execution portion from the client, supports SPOC approach, and ensures the communication of closure or related tickets as the first level support person is the 'requester' in the sub tickets.
of course you can do this now, but you lose the copy across of data, and you must link by hand, without the idea of parent-child.
/kdl