Child Incidents and Problem?

[Laurie Marlowe1]

Hello,

I'm just looking for some general feedback.   When should child incidents be used?   How does this relate to Problem?   What is the best practice?

I've read a lot of post on various forums, and not found a clear answer.   I have not found an incident model flow diagram that includes creating child incidents.

Any feedback is appreciated.

Thanks,

Laurie

[sachin_namjoshi]

Hi Laurie,

We have implemented child incident functionality on our instance and also we have implemented problem management.

You can create related list on incident form for storing relationship for parent to child incidents.

Also, you can implement CAPA( correct action and preventive action) on problem record using action items functionality.

Problem will have reference of incident.

You can also put below validations:

- Incident can't be closed until action item on problem record is complete.

- There should be at least 1 action item for 1 problem.

- ACLs around who can close problem record.

- Add business rule which closes all child incident if parent incident is closed.

Regards,

Sachin

[Ivano B]

Hi Laurie

In my experience usually child incidents are created when the same incident affects several users.

For instance. The emails server is down and all the users can't send/receive emails.

A first user logs the incident, than several other users describe exactly the same issue.

When it is clear that the cause of all the incident is the same, the first incident is the parent of all the others.

Also child incidents are affected by a useful OOB behavior in service now.

Resolving the parent will cause all the children to be resolved automatically.

About problem. ITIL define a problem as the cause of one or more incidents.

The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.

In this case a parent incident and children incidents can be linked with a problem if necessary.

I hope this will help/answer your question and if it does please mark it

Cheers

R0b0

[Melina_K]

Hello,

What about the SLAs/OLAs for such cases?

As the parent one will be in progress until its resolution, the relative SLA needs to be in progress. Whenever a child incident is linked on that parent instead? Which is the OOTB -default- set up on ServiceNow regarding OLAs and SLAs?

Thank you in advance.