Global, regional, and local tickets

You can categorize incidents and investigations as global, regional, or local.

A global incident or investigation potentially affects users at every site and organization. For example, the failure of a gas turbine might affect users at every organization and site that uses that turbine.
A regional incident or investigation affects users at a group of sites or organizations in one or more regions, but not in all regions. For example, an incident might affect users in North America but not in the United Kingdom.
A local incident or investigation affects users at one site or group of sites, but does not affect users at all sites or organizations.

Only incident and investigation records can be global, regional, or local. A record is global, regional, or local if the Global Issue, Regional Issue, or Local Issue check box is selected on the main tab of the corresponding application.

You can relate other records to a global, regional, or local record. An incident or investigation can be global, regional, or local, or it can be related to a global, regional, or local record. It cannot fall into both categories.

A record is related to a global, regional, or local record if the Related to Issue ID field on the main tab of the corresponding application contains the identifier of a global, regional, or local record.

You can also use the Show Similar Tickets action on the Select Action menu to relate records to a global, regional, or local record with the same classification.

When you relate records to a global record, you can manage the related records through the global record. When you change the status of a global record, the status of all its related records changes. If your administrator has set up automated notification of status changes, all the initial requestors who reported the same issue are notified of its resolution.

On the Related Records tab of a global, regional, or local record, you can view a list of related records and view the work and communication logs of the related records.

Records that were created as follow-up records to a global, regional, or local record cannot be related to that record as a global, regional, or local record. You also cannot relate any record to an archived (history) global, regional, or local record.

Global, regional, and local tickets

See also