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Linked cases and updates

Linking cases​

  • From a case: its side column has a section Incident with the incidents it is linked to, their priority and status. Link to incident… opens a picker for the case's organization. Active major incidents are cards at the top, the easiest to find while one is going on. Below them, the other open incidents are a list with a search (words or the reference, like INC-12) and pages. Show resolved and closed adds the ones that have ended, for a case picked up after its incident was over; an organization can turn that off (see below). Incidents the case is already linked to show Linked. × unlinks.
  • From the inbox: select cases (the box at the start of each row), then Link to incident in the bar at the bottom and pick the incident. Cases in another organization, or already linked, are skipped; the message says how many.

A linked case's timeline says so ("linked this case to incident INC-3"), and again when the incident is resolved.

Whether cases can be linked to resolved and closed incidents is a setting: Settings → Incident Management → Linking cases, on by default. Turned off, only open incidents take cases.

Updating requesters​

Send update on the incident page sends one public reply on every linked case you can reply to, as if you answered each case yourself: from you, with each case's brand and signature, by email. The dialog says how many cases it goes to and which are skipped (closed, merged or held for review, or ones you can't see). Each case's status becomes Pending, as after any reply (on hold and resolved cases stay as they are). The incident's timeline records the message and how many cases got it.

On an incident that is on the status page, the update goes there too (Also on the status page, on by default), and to its subscribers by email.

When you resolve an incident, the desk offers a final message the same way, prefilled with a short text to change as you like. Resolve the cases (on by default) resolves them with it; they reopen when a requester answers. Not now skips it; you can still send one later.

After the review, the summary for customers goes out the same way, from the Review tab.

API tokens and AI assistants need both incidents:write and cases:reply to send updates.