Interested to know how everyone else handles major incidents on this system.

On other systems I've been able to mark a particular call as a Major Incident (with all the relevant fields filled in i.e. category) and then it allowed the Helpdesk Technicians to click a button to log a repeat call off the back of this and only have to fill in the relevant Requester details, thus speeding up the logging process while the major incident is in play and we are receiving high call volumes.  This also then linked the repeat calls to the master call automatically.

I'm aware of the Duplicate call function but this isn't ideal for Major Incidents as it doesn't allow you to change the Requester prior to it saving so the email notification will go out to the wrong Requester.

How does everyone else work them?  Am I missing something on the system that allows this?

Any ideas / suggestions would be much appreciated.

Lisa