Troubleshooting issues related to incident tickets

When you create incident tickets or perform the following actions on incident tickets, you might encounter some issues:

  • Add tasks to an incident ticket
  • Relate items to an incident ticket
  • Add related parties to an incident ticket
  • Add source information to an incident ticket


The following table provides the issue details and the resolutions:

Issues symptom

Issue scope

Resolution

Reference

Relating items to an incident ticket

The Parent of and Child of options are not displayed in the Relationship type list.

Occurs when you perform the following steps:

  1. From an existing incident ticket, click the Related items tab.
  2. Click Relate existing item > Incident.
  3. From the Relate items window, search for and select the required incident that you want to relate.
  4. Click on the Relationship type list to display the options.

Configure the parent-child incident resolution by selecting Innovation Studio Configuration > ITSM Application > Settings > Network Service Operations > Alarm Configuration.

The following error message is displayed:

Incident <incident ticket number> already has a parent. It cannot be related to <incident ticket number> using ‘Parent of’ or ‘Child of’ relationship types.

When you relate a child incident ticket that is already related to another parent incident ticket.

Because a child incident ticket can have only one parent incident ticket, select another incident ticket that is not related to a parent ticket.

The following error message is displayed:

The configuration settings are already present for this company. 

Occurs when you perform the following steps:

  1. From the BMC Helix ITSM menu bar, select Configuration > Innovation Studio Configuration.
  2. From the ITSM Application, under Settings, select Network Service Operations > Alarm Configuration.
  3. For a particular company, click + Configuration to open the Create Alarm Configuration window.
  4. Under the Parent child incident resolution section, select the Parent resolves children option.
  5. Click Save.
  6. For the same company, click + Configuration to open the Create Alarm Configuration window.
  7. Under the Parent child incident resolution section, select the Children resolve parent option.
  8. Click Save.

For a particular company, you cannot have both the Parent resolves children and the Children resolve parent configurations. You must delete the existing configuration before you create another configuration. For example, delete the configuration related to the Parent resolves children option before selecting the Children resolve parent option.

 

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