Hierarchical tickets

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

Important

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

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

Related topics

Adding-related-items-to-an-incident-request

Configuring-alarms

Troubleshooting-issues-related-to-incident-requests


Considerations for resolving and closing hierarchical tickets

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

  • Scenario 1—If a parent incident has multiple child incidents, when all the child incidents are open, the parent incident is not resolved.
  • Scenario 2—If a parent incident has multiple child incidents, even if only one child incident is open, the parent incident is not resolved.
  • Scenario 3
    • (For the Children resolve parent configuration only) When all the child incidents are resolved, closed, or canceled, the parent incident is automatically resolved.
    • (For the Parent resolve children configuration only) When the parent incident is resolved, closed, or canceled, the child incidents are automatically resolved. For example, for multiple incidents created for a single issue, you can create a parent incident for the main issue. You can then relate child incidents under that parent incident for similar issues. After you resolve the main parent incident, the child incidents 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_25.1.00.png

 

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