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.