One way a help desk analyst can create a parent incident is when an existing incident is already opened. You can create a parent incident using the following steps. A parent incident serves as a container for several incidents.
The following procedure is performed on an incident that is neither a parent incident nor a child incident. Afterward, a new parent incident is created and the existing incident is converted to a child incident.
To create a parent incident from an incident form
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In the Service Manager console, open the Work Items workspace, and in the Work Items pane expand Incidents.
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Select any Incident Management view that contains active incidents and then select an incident.
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In the Tasks pane, click Edit to open the incident.
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In the Tasks pane, click Link to New Parent Incident to open the Link to New Parent Incident dialog box.
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In the Link to New Parent Incident dialog box, select a template to create the new parent incident with and then click OK. For example, select Networking Issue Incident Template and then click OK.
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In the Title box, type a new description or modify the description inserted by the template. For example, type Network Outage in Bldg 773.
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In the Affected user box, select the user who reported this incident. For example, select Joe Andreshak.
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In the Alternate Contact Method box, enter additional contact information for the affected user (optional).
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The Child Incidents tab appears in the form where you view the child incident that the new parent incident is grouped with and where you can add other child incidents.
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In the parent incident form, click OK to close it.
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In the original incident form, click OK to close it.