3 Replies Latest reply on Mar 3, 2017 9:09 AM by David Gaunt

    How to relate multiple incident tickets to single primary incident v9.1

    Scott Nolting

      Recently we experienced an issue (causing an outage) which generated multiple incident tickets, 104 total.  How do we efficiently relate all the incident tickets created by this issue to single incident; parent /child?  

        • 1. Re: How to relate multiple incident tickets to single primary incident v9.1
          Karl-Anders Falk

          Hi Scott,

          there are a coupl of ways, but here is one way to do it through the ITSM Web-gui:

           

          1) Open the Parent Incident in the incident console:

          Create relationship to.PNG

           

          2) On the left side you have the Relate to Menu item where you can select Incidents.

          3) It will open up a basic search panel from where you can search and select one or many incident to relate to the parent

          basic search.PNG

           

          4) You can also use the advanced search option, to specify a more specific search criteria, and then again slect one of many incidents to relate at same time.

          searchlist.PNG

           

          5) If you use SmartIT, you have similar functionality when opening an incident

          6) Select the related items Tab mid-bottom

          7) Click on the Releate Existing Item link bottom left

          8) Search fro the incident syou want to relate, slect them and save

           

          Please let me know if this answers your question?

          If please mark this as answered

           

          Best Regards

          /KAF

           

          Karl-Anders Falk

          Ondemand Business Relationship Manager

          2 of 2 people found this helpful
          • 3. Re: How to relate multiple incident tickets to single primary incident v9.1
            David Gaunt

            Hi Scott

             

            Just to add a slightly different approach

             

            In the Incident Management form , search for the master INC and  go to the Relationship tab.

             

            Select “Incident” from the drop down and click on the search button.

             

            Select Advanced search from the top right , fill in the criteria to search all INC  to be related. Once the list appears , they all can  be selected at in one shot  and related to the master INC

             

            I hope that helps

            regards

             

            David Gaunt

            Business Relationship Manager

            2 of 2 people found this helpful