The help desk analyst can use the following procedure to easily view parent incidents when a child incident is open. Reviewing parent incident information is often necessary to determine the status of its child incidents.
To view a parent incident from a child incident
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In the Service Manager console, open the Work Items workspace, and in the Work Items pane expand Incident Management.
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Select an incident view that contains a child incident that you to open and then select the incident.
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In the Tasks pane, click Edit.
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In the incident form banner, the parent incident ID and description appears next to Parent incident. Click the linked parent incident to open it.
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After reviewing the parent incident information you can optionally update any information such as comments in the Action Log.
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If you make changes to the parent incident, click OK. Otherwise, click Cancel.
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If you make changes to the child incident, click OK. Otherwise, click Cancel.