The Split Ticket feature allows agents to create a new incident from an existing one when multiple unrelated issues are reported in a single request. By splitting incidents, teams can assign each issue to the appropriate group, ensuring better focus, faster resolution, and improved tracking.

Prerequisites:

• Only agents with the "Split Incident" permission can initiate the split action.

• The Split Ticket feature is available in both Incident and Service Request ticket types.

• Split Incident can be enabled under Manage → Roles and Permission → Team Role. Select the respective ticket type and enable the "Split" permission.

How to Split an Incident:

Open the Incident:

• Navigate to the incident that needs to be split.

• Ensure that the incident has at least a reply from the requester before proceeding.

Select the Split Option:

• Click More under the Message tab and select Split.

• A new incident creation form will open, allowing you to configure the details.
  

Set Up the New Incident:

• Enter a Subject that clearly identifies the newly created incident.

• Select the Team responsible for handling the new incident.

• Choose an appropriate Assignment Group to ensure the right team members are notified.
  Note:  If the new incident needs to be assigned to an unassociated Team or Assignment Group, additional permissions are required:

  • Create Incidents in Unassociated Assignment Groups in a Team (Team-level permission).

  • Create Incidents in Unassociated Teams (Account-level permission).

• Assign an Assignee if required, based on available permissions.
  Note: Assigning an incident requires the "Assign Incidents" and "Reassign an Assigned Incident" permissions.

• Set the Status and Priority to reflect the urgency and current progress of the new incident.

• The most recent update from the requester becomes part of the new incident.

• Both incidents will have cross-referencing links for easy tracking, ensuring that agents and requesters can navigate between related incidents effortlessly.

• Agents can track related incidents using linked references provided in both the original and new incidents.

                 [Link to the new ticket]                                                  [Link to the old ticket]

• Attachments from the original incident update will be copied to the new incident to maintain context.
• The original incident remains unchanged, apart from the reference link to the newly created incident.

Notifications:

• A notification is sent to both the assigned agent and the requester when a new incident is created through the split action.