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Relate a Case to an Incident Manually

Relate cases that report the same disruption to one incident so customer service and IT teams can work from shared incident information. From the Related Incidents component on a case, create a new incident or add an existing one. Field mapping prefills incident fields when you create an incident from the case.

Required Editions

Available in: Lightning Experience
Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service.
User Permissions Needed
To create an incident from a case, or add an existing incident to a case: IT Fulfiller permission set
  1. Open the case you want to relate to an incident.
  2. To create a new incident from the case, in the Related Incidents component, open the menu and select New Incident.
    1. In the Create Incident from Case window, complete the incident fields, such as Subject, Description, Priority, Status, Impact, and Urgency.
      Field mapping prefills some fields from the case. For how an admin sets up which fields are copied, see Configure Field Mappings for IT Services.
    2. Click Save.
      The incident is created and related to the case. It appears in the Related Incidents component.
  3. To add an existing incident to the case, in the Related Incidents component, open the menu and select Add Existing Incident.
    1. In the Relate Existing Incident window, find the incident with Search incidents, and then select it from the list.
      The list shows the Incident, Subject, Priority, Status, and Category columns.
    2. Click Add.
  4. To remove an incident that no longer applies, on the incident's row in the Related Incidents component, select Remove from Case.