WiscIT - Linking an Incident to a Problem
When an outage has been opened, the Help Desk will likely continue to receive calls from customers regarding the issue. With WiscIT powered by Cherwell, every contact we get regarding an outage will be recorded in an incident and linked to the outage's corresponding Problem. The advantages to doing so are two-fold: it provides easier stat-tracking regarding outages and allows us to send a mass e-mail to these customers informing them the outage has been resolved.
Desktop Client
Linking an Incident to a Problem
- From the main incident screen, locate problems in the toolbar on the bottom of the page.
- Select Add an existing problem.
- Enter the problem number or select it from the drop-down menu, then click OK.
- Your incident should now be linked to the problem. A link to the problem will appear right underneath the categories section.
Web client
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Open the incident that you would like to link to the problem and make sure you have the case correctly classified. In the bottom toolbar, locate the tab that says Problems.
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Once you've opened the problems tab, you should see a Chainlink Button. If you mouse over it, it will say Add an existing Problem. Select this button.
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In the window that appears, search for the problem number provided by HDQA. Double-click the problem to select it.
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The problem tab should appear like this upon correctly linking the problem.
NOTE: you can unlink a problem by clicking the Broken Chainlink Button. 