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06-12-2020 05:03 PM
is there a best practice to use child incidents vs child tasks for child tickets.?
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06-12-2020 05:18 PM
Child incidents are incidents which are related to a common or parent incident. A task is a task where something needs to get done. So the best practice is to create or associate the right thing. If something needs to get done to resolve the incident, that is a task. If there is another reported incident which is related or similar, then that is a child incident.

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06-12-2020 05:18 PM
Child incidents are incidents which are related to a common or parent incident. A task is a task where something needs to get done. So the best practice is to create or associate the right thing. If something needs to get done to resolve the incident, that is a task. If there is another reported incident which is related or similar, then that is a child incident.

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06-12-2020 06:50 PM
Hello,
est practice is to not close the child incidents until the parent incident is not closed. Because each incident is associated to a caller. If you update a note in parent, it will update the child as well so that every callers are notified.
SNC - ITIL - Close Related should close child once parent is closed
https://community.servicenow.com/community?id=community_blog&sys_id=452e266ddbd0dbc01dcaf3231f9619f1
If answer is helpful mark correct!
Thanks,
Pratiksha
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06-14-2020 08:13 AM
In addition
Mark helpful or correct based on impact.
Regards,
Priyanka A.