Adding related items to an incident ticket

From the Related items tab, you can relate an existing incident ticket to the current incident ticket, or create a new incident ticket and relate it to the current incident ticket. For example, you can create an incident ticket from within the context of an incident ticket, and important metadata (such as customer information) from the incident ticket copied to the new incident ticket. In addition, Created and Created by relationships are automatically established between the two incident tickets.

For more information about relating items to an incident ticket, see Relating items to incident requests in the BMC Helix ITSM: Service Desk online documentation portal.

Before you begin

Enable BMC Helix Network Service Operations .
For more information, see Setting-up-and-going-live.
Configure the parent-child incident resolution.
For more information, see Configuring-alarms.

To create a parent-child relationship by relating an incident ticket to another incident ticket

From an existing incident ticket, click the Related items tab.
Click Relate existing item > Incident.
From the Relate items window, search for and select the required incident that you want to relate.
Select the Relationship type as Parent of or Child of.

Click Save.

Adding related items to an incident ticket

Before you begin

To create a parent-child relationship by relating an incident ticket to another incident ticket

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