Link incident tickets to a problem ticket

When you have multiple tickets with the same root cause, you can link them as incident and problem tickets. The problem ticket is considered a parent and each linked incident ticket is considered a child ticket. (See Ticket types that can be linked for more information.)

Link an incident ticket to a problem ticket

1. Open the service request ticket that you want to change to a problem ticket.

2. In the Ticket Type section, click Problem. Then click Save.

3. Open the service request ticket that you want to change to an incident ticket.

4. In the Ticket Type section, click Incident.

5. Within the incident ticket, click the Problems tab.

6. Search for the problem ticket that you want to make the parent of the incident.

7. In the Action column, click Link to make the selected ticket the parent of the current ticket.

   

8. Save your changes.
9. Repeat the previous steps for each incident you want to link to the parent.

10. To manage the tickets as a group, open the problem ticket and perform the following actions, as necessary.

    

    	Click a child ticket to open its details.
    	Click delete if you want to remove the relationship between the problem and the incident.
    	When you add a note to the problem, you can also propagate the note to linked incidents.
    	When you close a problem ticket, all linked incident tickets also close.

    A tech cannot email all Incident ticket recipients from a Problem ticket. However, if a Problem ticket is set to Closed, all Incidents tickets are Closed. This action generates a Ticket Closed email to all Incident ticket recipients.

Unlink a problem ticket from an incident ticket 

1. In the Tickets screen, click a problem ticket.
2. In the Ticket Details tab, ensure that Problem is the active Ticket Type.
3. Scroll down to the Linked Incidents tab.
   

4. Click the Unlink Problem button.

   The parent problem ticket is no longer linked to the incident ticket.