Global records

A global record is a ticket that is a root cause of other issues or that affects many users, such as computer network failures or flooding in a building. After you mark a record as global, you can relate multiple tickets and then manage all tickets using the global record.

The following features, conditions, and restrictions pertain to using and managing global records:

• When you display a global record, and select the Show Similar Tickets action in the toolbar, you can view all tickets that are related to the global record. You also can select tickets and relate them to the global ticket.
• A record can be a global ticket or related to a global ticket, but not both.
• You can view the work and communication logs for all related records from the global record.
• If you change the status of a global record, the statuses of all globally related tickets change accordingly.
• Records that are created as follow-up records from the global record cannot be related to it as a global record.
• You cannot manage follow-up records from the global record.
• You cannot relate any record to a global record that is archived as a history record.
• You cannot designate a record as global if it is already related to a global record or it is a history record.
• You can remove the global flag from a global record that has tickets related to it, but you must first remove the value in the Related to Global ID field for each ticket that is related to the global record. You can do so using the Related Records tab of the global record.