Linking 2 incidents together
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‎10-19-2012 08:15 AM
Hello Guys,
I was wondering if there is a way to link 2 incidents together in ServiceNow?
In case if 2 incidents have something simillar, linking them would give an easy access to related information that could help in investigating/solving those incidents.
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‎10-19-2012 12:40 PM
We have this problem too. Only thing we do currently is set one as the parent of the other. Will follow this thread to see if anyone else comes up with something.
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‎01-23-2015 07:18 AM
We use the Parent/Child method of linking Incidents together. Once linked, the Child becomes read-only so no updates can be done.
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‎01-23-2015 08:07 AM
Same approach for us.
Tier 1 receive an Incident they can't resolve, they will escalate to Tier2, if Tier1 get other Incident for the same issue, they keep those, link them as Child of the Incident they already escalated and set this one to awaiting parent.
Form the parent the engineering team can send a work notes to the childs ie: if a workaround is found, that will reactivate the Incidents at Tier1, so they can get in touch with the caller to communicate this WA.
When the parent Incident is resolved, the Tier2 can decide to automatically resolved the Child Incident and copy the resolution note or to just add a work notes to let the Tier1 contact the callers.
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‎01-23-2015 08:19 AM
we use 2 seperate methods...
the first is as mentioned above.. set the most detailed/first incident as the parent and every releated incident as a child... we even created a UI on the incident form for create incident that creates a child incident with the major fields set already .
the second method isn't one most people think about but it is in problem.. put a glide list of affected incidents and it effectively relates the incidents.
