Duplicate Tickets
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‎10-17-2018 02:51 AM
When you have more than one incident about the same issue, either logged by the same people or different people is Parent/child the best approach?
If so how when reporting do you not end up with a duplicate view - picture attached.
The first ticket is the one we are actively working on but should we be using the parent/child relationship for the other two ?
Thanks
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Incident Management
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‎10-17-2018 05:09 AM
Probably the simplest way to solve this is to make the first one your primary incident that you will work, and then any additional ones children through the 'Parent' field on the incident. I've even seen people create a new 'Parent incident' field just for the incident parent/child relationship. Then you can just set up your report to filter out all incidents when the 'Parent' field is filled in.
Please mark this response as correct if I've answered your question. Thanks!
