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

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

  2. Select an incident view that contains a child incident that you to open and then select the incident.

  3. In the Tasks pane, click Edit.

  4. In the incident form banner, the parent incident ID and description appears next to Parent incident. Click the linked parent incident to open it.

  5. After reviewing the parent incident information you can optionally update any information such as comments in the Action Log.

  6. If you make changes to the parent incident, click OK. Otherwise, click Cancel.

  7. If you make changes to the child incident, click OK. Otherwise, click Cancel.