Major and related requests
If the service desk receives multiple similar requests, the service desk manager can designate one of the incidents as Major request and link all similar requests to this major request. This will enable you to keep related requests together and address them at the same time. Once a request is linked to a major request, any changes (fields / statuses) on the major request are carried through to the related requests.
 | Changes made to suborders, communication logs and other order details are not carried through from the major request to the related requests. You cannot create major or related requests for standard orders. |
Major requests can be characterized by their impact on a significant number of customers/users. For example, a request about failing network communication may be reported by multiple employees, because the problem is critical and has a high priority. It will be easier for the responsible department to work on a single request with linked similar requests, since they will be working on resolving the same problem.