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Use an incident tracker when many requesters report the same problem, such as an outage. You link each affected ticket to one tracker ticket and work the incident there. Status and priority changes on the tracker flow to every open linked ticket. You can also broadcast a public reply to every linked requester at once.

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Incidents vs merging

Incidents and merging both pull related tickets together, but they solve different problems.Use parent and child tickets instead when you break one piece of work into separate tasks that each follow their own lifecycle.

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Create an incident

You can create an incident tracker from one ticket or from several tickets.

From a ticket

1

Open the actions menu

On a ticket’s detail page or in a ticket list, open the ticket’s actions menu and select Create incident.
2

Fill in the tracker

The create modal opens in incident mode with the ticket already listed under Related tickets. Give the tracker a title and fill in any other fields.
3

Add more tickets

Click Add ticket under Related tickets to search for other affected tickets.
4

Create the incident

Click Create incident. Ravenna creates the tracker and links the selected tickets to it.
Select multiple tickets in a ticket list and choose Create Incident from the bulk actions menu. The create modal opens with every selected ticket listed under Related tickets.
If you don’t set a priority, the tracker takes the highest priority among the tickets you link. The tracker is created in the current workspace. Incident mode does not support bulk creation or picking another workspace.

Link a ticket to an existing incident

Open the tracker’s Incident tab and add tickets from the linked tickets list. Search for the affected tickets and click Link.
A ticket can belong to only one incident. If you link a ticket that’s already part of another incident, Ravenna asks Move to this incident? Click Move to relink it to the new tracker.
You cannot link a ticket that has been merged into another ticket or a ticket that is itself an incident tracker.

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Work the incident

Incident tab on the tracker

The tracker shows an Incident tracker header with the number of open and total linked tickets. Its Incident tab lists every linked ticket.
Each linked ticket shows a Part of incident header with the tracker’s ID and title.
When you change the tracker’s status or priority, Ravenna applies the same change to every open linked ticket. This happens whether you update the tracker from the web app, Slack, a workflow, or MCP. Closed linked tickets are left alone.
The tracker’s message box has a Send to all linked tickets checkbox. It’s off by default. When you check it and send a public reply, Ravenna posts a copy of the reply on every open linked ticket. Each requester is notified through their own ticket’s channel, such as Slack or email. Private notes are never broadcast.

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Limitations

  • A ticket can belong to only one incident at a time.
  • An incident tracker cannot be linked to another incident.
  • Merged tickets cannot be linked to an incident, and a merged ticket cannot be an incident tracker.
  • Only status and priority cascade from the tracker. Other fields, such as assignee and tags, stay independent on each linked ticket.
  • Broadcasts and cascades only reach open linked tickets.
Last modified on October 2, 2026