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.