Creating a global record

A global record captures information about an issue affecting many people. The record might be a created for a shared asset, such as a cafeteria, or might be the root cause of many other issues, such as a failed network server. Only incident and problem records can be global records.

About this task

You cannot designate a record as global if it is already related to a global record or if it is a history record. If you are creating a new incident or problem, check Is Global Issue? to make it a global record. If you want to make an existing incident or problem global, follow these steps:

1. Display the ticket that you want to designate as a global record.
2. Click on the globe icon. It displays a dialog where you specify that this ticket is a global record.
3. Turn on the Is Global Issue? toggle.
4. When the ticket is specified as a global record it is represented by the tick mark globe icon.
5. Click Ok.