Parent Child SLA schedule - for Major Incidents

[jnt]

Hi all, your thoughts on the below scenario would help -

When i child multiple Incidents to a Parent Incident which has a severity 1, what should be the severity of all the child Incidents will they all be Sev 1 or should they be at a lower severity ? For ex. I have a critical outage and the issue is being addressed under a critical Incident and i have about 30 Child incidents tagged to the Parent. What SLA will the child incidents have ? will the Parent and Child have the same SLA schedule?

[marcguy]

In my opinion, the impact of the children should be a lot lower than your Major Incident record, because the impact is limited to one user per incident, so Impact might be say 3, which would reduce priority to 3 as well, as long as you have the P1 Major Incident, which is the one that people are on the bridge for etc, then your metrics won't look so skewed, (i.e. why did we have 50 major P1 incidents, actually we had one with 49 children).

Marc

[David Thigpen]

I would not be concerned if the child incidents had different priorities than each other or the parent.   Since they likely have multiple sources anyway, the evaluation or urgency and impact is likely to be different (in the eye of the beholder.)   Remember you may not know there is an outage or parent needed until you have a collection of lower priority incidents that indicates, collectively, a bigger issue.

The SLA question is a bit tricky. If that is a big concern, you could add an SLA criteria to stop it if the incident becomes a child of another incident or perhaps build a business rule to cancel the SLA completely for the child.   But really, any SLA applied to an outage or high priority incident should be equal to or more stringent than children anyway (especially if the multiple children have lower priority.)