Combining Incidents into Parent-Child Groups
Updated: May 13, 2016
Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager
Incidents in System Center 2012 – Service Manager are usually short-lived while help desk analysts investigate and then restore operations. Often, incidents are related and it is useful to group incidents together. You can create a parent incident to group other existing incidents together, which can help provide visibility into them and their relationship to one another.
A Service Manager administrator can define automatic incident resolution settings so that when a parent incident is resolved, all its child incidents resolve automatically, do not resolve automatically, or to let the analyst decide whether to resolve or not. Similarly, an administrator can also define automatic incident reactivation settings so that when a parent incident is reactivated, all its child incidents reactivate automatically, do not reactivate automatically, or to let the analyst decide whether to reactivate the child incidents. Both processes can help you verify that all child incidents are resolved or activated together as a group.
In This Section
How to Create a Parent Incident from an Incident Form
Describes how to create a new parent incident from an already opened incident.
How to Link an Open Incident to a Parent Incident
Describes how to link an opened incident to an existing parent incident.
How to Resolve a Parent Incident
Describes how to resolve a parent incident and its child incidents.
How to Link an Active Incident to a Resolved Parent Incident
Describes how to link an incident to a parent incident that is already resolved.
How to Reactivate a Resolved Parent Incident
Describes how to reactivate a resolved parent incident and automatically reactivate its child incidents.
How to Create a Parent Incident Template
Describes how to create a parent incident template that new incidents are created from.
How to View a Parent Incident from a Child Incident
Describes how to easily open a parent incident from a child incident.
How to Link a New Incident to a Parent Incident
Describes how to create a new child incident and link it to a related parent incident.