Incidents are usually short-lived while help desk analysts investigate and then restore operations. Often, incidents are related and it’s useful to group incidents together. You can create a parent incident to group other existing incidents together, which can help provide visibility to them and to view their relationship to one another. Optionally, a Service Manager administrator can define automatic incident resolution settings so that when a parent incident is resolved, all its child incidents resolve. Similarly, an administrator can also define automatic incident reactivation settings so that when a parent incident is reactivated, all its child incidents are reactivated. Both processes can help you verify that all child incidents are resolved or activated together.

In This Section

How to Create a Parent Incident from an Incident Form

Describes how to create a new parent incident from an already-opened incident.
How to Link an Open Incident to a Parent Incident

Describes how to link an opened incident to an existing parent incident.
How to Resolve a Parent Incident

Describes how to resolve a parent incident and its child incidents.
How to Link an Active Incident to a Resolved Parent Incident

Describes how to link an incident to a parent incident that is already resolved.
How to Reactivate a Resolved Parent Incident

Describes how to reactivate a resolved parent incident and automatically reactivate its child incidents.
How to Create a Parent Incident Template

Describes how to create a parent incident template that new incidents are created from.
How to View a Parent Incident from a Child Incident

Describes how to easily open a parent incident from a child incident.
How to Link a New Incident to a Parent Incident

Describes how to create a new child incident and link it to a related parent incident.