Child tickets assigned to multiple assignment group

[SandipG17483691]

What are the rules of parent child incidents relationship in ITIL. Is it possible that the child tickets could be assigned to multiple assignment groups as per the current ITIL standard practice ? And in that case how to pull monthly incident report if some of those assignment groups are not within one's scope. 

[Matthew_13]

Hi Buddy,

 In ITIL, parent-child incident relationships are meant to link a main incident with one or more related “child” incidents. The parent is usually a high-level issue or outage, and the child tickets represent individual reports, affected users, or more granular parts of that problem. This setup helps in tracking impact, aggregating work, and ensuring communication is consistent. Typically, each incident — parent or child — has its own assignment group. Standard ITIL practice assumes one assignment group per incident, so a single child ticket is usually assigned to only one group. The idea of a child ticket being assigned to multiple groups isn’t standard; if it happens in a tool, it’s often due to customizations or workarounds in the incident management system rather than ITIL itself.

When it comes to reporting, if some child tickets are assigned to groups outside your scope, pulling a monthly incident report requires filtering by the groups you are responsible for or by parent incident relationships. Many ITSM tools allow you to aggregate data via the parent ticket, so you can see all related child incidents even if you don’t own all the assignment groups. The trick is to build your report around the parent-child relationship rather than solely the assignment group, so you capture the full picture while respecting scope boundaries.

This approach ensures you see the overall impact of incidents without breaching access rules for groups you don’t manage.

@SandipG17483691 - If help you Answer, Please mark Solution Accepted and Thumbs Up.

[Matthew_13]

@SandipG17483691 - Hi buddy hope I was able help you answer issue.