• Article

How to Set Parent Incident Options

 

Updated: May 13, 2016

Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager

Use the following procedure to set default options for parent and child incidents in System Center 2012 – Service Manager. The default options determine whether child incidents automatically resolve, whether child incidents automatically activate, and whether child incident status automatically updates.

When choosing to automatically resolve child incidents or automatically reactivate child incidents when its parent is resolved or when its parent is reactivated, you can prompt the resolving analyst for their decision. When prompted, an analyst can choose a resolution category or activation status. Otherwise, when incidents are automatically resolved or activated, the analyst is not prompted and the changes are effectively immediately using the parent incident settings.

To automatically resolve child incidents

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Administration, and then click Settings.

  3. In the Settings pane, click Incident Settings.

  4. In the Tasks pane, under Incident Settings, click Properties.

  5. In the Incident Settings dialog box, click Parent Incident and then choose one of the following actions:

    • If you want to automatically resolve a child incident when its parent is resolved without any analyst interaction, set Auto resolution of child incidents to Automatically resolve child incidents when parent incident is resolved, and then choose either Same as parent incident category or Choose a child incident category and a default resolution category.

    • If you want to automatically resolve a child incident when its parent is resolved and have an analyst review and verify the incident resolution category, select Auto resolution of child incidents to Let the analyst decide when resolve the parent incident and then choose either Same as parent incident category or Choose a child incident category and a default resolution category.

    • If you do not want child incidents to automatically resolve, select Auto resolution of child incidents to Do not resolve child incidents when parent incident is resolved.

  6. Click OK.

To automatically activate child incidents

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Administration, and then click Settings.

  3. In the Settings pane, click Incident Settings.

  4. In the Tasks pane, under Incident Settings, click Properties.

  5. In the Incident Settings dialog box, click Parent Incident, and then choose one of the following actions:

    • If you want to automatically activate a child incident when its parent is activated without any analyst interaction, set Auto reactivation of child incidents to Automatically reactivate child incidents when parent incident is reactivated, and then choose a default reactivation status.

    • If you want to automatically resolve a child incident when its parent is resolved and have an analyst review and verify the incident reactivation status, select Auto reactivation of child incidents to Automatically reactivate child incidents when parent incident is reactivated, and then choose a default reactivation status.

    • If you do not want to automatically activate child incidents, set Auto reactivation of child incidents to Do not reactivate child incidents when parent incident is reactivated.

  6. Click OK.

To automatically update child incident status

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Administration, and then click Settings.

  3. In the Settings pane, click Incident Settings.

  4. In the Tasks pane, under Incident Settings, click Properties.

  5. In the Incident Settings dialog box, click Parent Incident, and then choose one of the following actions:

    • If you want to automatically update child incident status when it is linked to a parent incident, set Status of active child incidents when linked to parent to Automatically change the status of active child incidents when linking to parent, and then choose an available incident status.

    • If you do not want to automatically update child incident status, set Status of active child incidents when linked to parent to Do not change the status of child incidents.

  6. Click OK.