Link and unlink incident and problem tickets

Use the Parent-Child feature in Problem tickets to manually link multiple reports of a single issue. The Problem ticket is considered a Parent and each linked Incident ticket is considered a Child ticket.

Link an Incident ticket to a Problem ticket

1. In the Tickets screen, click a ticket.

2. In the Ticket Details tab, ensure that Incident is the active ticket type.

   

3. Click the Problems tab.

4. Enter or select a ticket number, request type, status, or search term in any existing Problem tickets that you can transform into a Parent ticket.

   
   

5. Click Search to find Problem tickets relating to your Incident ticket.
6. In the search results, click View to preview possible Parent tickets.
7. Click Link to assign the Incident ticket as a Child ticket.

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.