Link multiple child tickets to a parent ticket

By default, all Web Help Desk tickets are created as service request tickets. If necessary, a tech can change a service request to an incident or a problem ticket. You can link related tickets in the following ways:

• When one large task has multiple sub-tasks, you can create one service request ticket as the parent ticket. Then create a service request ticket for each sub-task and link them as child tickets to the parent. For example, you could create a parent service request ticket to for setting up a workspace for a new employee, and link child tickets for each sub-task that must be completed.

• You can link multiple incident tickets to one problem ticket. Each incident ticket represents an occurrence that caused a disruption or reduction in service. The problem ticket identifies the root cause of the associated incidents. For example, if multiple user cannot log in to the network, you can link the incident tickets created for individual users to one problem ticket that represents the underlying issue. When that issue is resolved, all linked incident tickets can be resolved at once.

See the following topics: