Worldwide, regional, or local tickets

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

A worldwide 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. A regional incident does not affect users 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 it does not affect users at all sites.

A worldwide, regional, or local ticket is specified by a checkbox in the Incidents application and in the Investigations application. You can select only one of these types of tickets.

You can relate records to a worldwide, regional, or local ticket that is not closed. An incident or investigation can be a worldwide, regional, or local record, or it can be related to a worldwide, regional, or local record. It cannot fall into both categories. A follow-up record to a worldwide, regional, or local record cannot also be related to the originating record as a worldwide, regional, or local record.

You can use a global incident to manage groups of related incidents. For example, if the same types of incidents occur, you can create a global incident and link the related incidents to that global incident. After you relate an incident to a global incident, you can manage the related incident through the global incident. When you change the status of a global incident, the status of each related incident changes. If your administrator defines automated notifications of status changes, all initial requesters who reported the same issue are notified of its status changes.

When you create an investigation from an incident, the details of the global incident are copied over to the investigation record.