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How to Create a Problem ("Master") Ticket for Incident

When to Create a Master Ticket

Only if at least one of the following conditions are met:

  1. POWR is down for ALL users
  2. There are at least 5 tickets about the same issue

How to Create a Master Ticket:

  1. Click +Add to create a new ticket as usual
  2. In the Subject line, enter a descriptive title for the issue.
  3. In the message body, add a detailed description of the issue and its current status.
  4. Set the Ticket Type to Problem.
  5. Submit the ticket as New or Open.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/38461308369175)

How to Link Impacted Tickets "Incidents"

When you find tickets that seem to be related to the issue in a Problem ticket, please ALWAYS verify that the issue is indeed the same. Once you are 100% sure, do the following for each related ticket:

  1. Update the type of the ticket to Incident
  2. From the dropdown that now appears, select the related Problem/Master ticket.
  3. Reply to the user with the macro "Incident/Fire - first contact"
  4. Submit the reply as On-hold.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/38461517093399)

Your ticket will now appear in the list of linked Incidents within the Master ticket: 

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360002300393)

When/How to Solve the Master ticket

The main reason you might want to create a Problem ticket is usually so that you can mass-email users once the issue is resolved. 

If the issue is still not resolved after 2-3 hours, you can update the Master ticket with the macro "Incident/Fire" Follow-up" to keep the impacted users posted and submit as Open. 

When engineers confirm the issue is resolved, you can add another Public Comment to the Problem ticket with the macro "Incident/Fire: Final update" and submit as Solved.