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:
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Only agents with the "Split Incident" permission can initiate the split action.
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The Split Ticket feature is available in both Incident and Service Request ticket types.
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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:
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Navigate to the incident that needs to be split.
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Ensure that the incident has at least a reply from the requester before proceeding.
Select the Split Option:
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Click More under the Message tab and select Split.
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A new incident creation form will open, allowing you to configure the details.
Set Up the New Incident:
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Enter a Subject that clearly identifies the newly created incident.
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Select the Team responsible for handling the new incident.
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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).
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Create Incidents in Unassociated Teams (Account-level permission).
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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.
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The most recent update from the requester becomes part of the new incident.
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Both incidents will have cross-referencing links for easy tracking, ensuring that agents and requesters can navigate between related incidents effortlessly.
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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:
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A notification is sent to both the assigned agent and the requester when a new incident is created through the split action.