Incident management parent and child tickets assignment group sync

[pot]

Dear all ,

i just wanted to understand , is it a best practice to change assignment group of all child tickets automatically when we change parent incident assignment group . This kind of scenarios we will see only when we have a major incident. We don't have this functionality in OOB , so just thinking if we can configure such functionality , if so will it impact process ?

@Maik Skoddow 

Thanks in advance

[Alp Utku]

No, It is not best practise.

An incident can impact multiple services at once. You can have a parent Incident for server issue but one of child incident can be assigned to application team as well. 

However, It is up to your organization how to handle major Incidents and you can define process accordingly.

[AndersBGS]

Hi @pot ,

In general I do not agree whit @Alp Utku, as parent incident whit one or multiple child incidents relates to the same issue. 

If we take the scenario by @Alp Utku into consideration:

"parent Incident for server issue but one of child incident can be assigned to application team "

If the parent incident is resolved by the server team, and if the incidents is due to the same issue, then even though there is an incident for the application that is not running due to server issue, the incident will be resolved by the server team as they restore the service. Hence, both incidents is actually resolved by the server team. 

But again, as said It is up to your organization how to handle major Incidents and you can define process accordingly.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AndersBGS]

Hi @pot 

If my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders