The help desk analyst can reactivate a parent incident and then Service Manager will automatically activate all its child incidents, if the Service Manager administrator has configured Incident settings accordingly. This method of reactivating incidents can help the analyst quickly active many child incidents. Use the following steps, to reactivate a parent incident.

To reactivate a parent incident

  1. In the Service Manager console, open the Work Items workspace, and in the Work Items pane expand Incident Management.

  2. Select the All Incidents view and then in the list of parent incidents, select the incident that you want to reactivate.

  3. In the Tasks pane, click Change Incident Status, and then in the submenu, click Activate.

  4. In the Activate dialog box, in the Comments box, type a description of the reason you’ve activating the the incident.

  5. If you want child incidents to activate automatically and the option is available, ensure that the Activate child incidents when activating this parent incident option is selected and then click OK to activate the incident, and child incidents if selected, and close the Activate dialog box.