best practice for child tickets for incidents?

[RBlor]

is there a best practice to use child incidents vs child tasks for child tickets.?

[Jeff Currier · Accepted solution]

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.

[Pratiksha Kalam]

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

[Priyanka Vasant]

In addition @Pratiksha go through the below ink that might help you.

https://community.servicenow.com/community?id=community_question&sys_id=caeebae5db58dbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=fc44cb29dbd8dbc01dcaf3231f96...

Mark helpful or correct based on impact.

Regards,

Priyanka A.