Parent / Child Tickets

Multiple tickets can be associated to a "parent" ticket in order to track related incidents.

 

Classification

The Problem class is used when 3 or more incidents are related to a central problem.

When using this class, one can associate multiple tickets to the parent problem.

 

Use Case

Pros:

  • Update all children at the same time
  • Notify all requestors at the same time
  • Maintain record of impact (volume of requests)

Cons:

  • May require a separate report to track Problem requests
  • Assignment of problem may be contentious
  • Requestor of Problem is typically internal tech

 

Step By Step

Print Article