Hierarchical tickets

When BMC Helix Network Service Operations  is enabled, as a service desk agent, you can associate one or multiple incident tickets to another incident ticket and create a parent-child relationship. 

Important

A parent incident ticket can have multiple child incident tickets, but a child incident ticket can only have a single parent incident ticket.

A child incident ticket can also be a parent incident ticket (multiple levels).

Related topics

Adding-related-items-to-an-incident-ticket

Configuring-alarms

Troubleshooting-issues-related-to-incident-tickets


Considerations for resolving and closing hierarchical tickets

Note the following points about resolving and closing incident tickets that are in a parent-child relationship:

  • Scenario 1—If a parent incident ticket has multiple child incident tickets, when all the child incident tickets are open, the parent incident ticket is not resolved.
  • Scenario 2—If a parent incident ticket has multiple child incident tickets, even if only one child incident ticket is open, the parent incident ticket is not resolved.
  • Scenario 3
    • (For the Children resolve parent configuration only) When all the child incident tickets are resolved, closed, or canceled, the parent incident ticket is automatically resolved.
    • (For the Parent resolve children configuration only) When the parent incident ticket is resolved, closed, or canceled, the child incident tickets are automatically resolved. For example, for multiple incident tickets created for a single issue, you can create a parent incident ticket for the main issue. You can then relate child incident tickets under that parent incident ticket for similar issues. After you resolve the main parent incident ticket, the child incident tickets will automatically be resolved. This relation reduces the amount of time taken to individually resolve the tickets and also reduces the number of tickets that you need to resolve manually.

Ticket hierarchy.png

 

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