Parent and Child ticket defintions

[spdelaat]

Sometimes the classification of an incidnet ticket as a parent or a child ticket can get a little squishy.   Does anybody have a clear and concise definiton they use for each?

[Shane J]

Not yet, we haven't matured into SN enough for the question to have come up.  

[jpitts]

Could I ask when you would consider an incident to have a child ticket?   If something has failed, be it software or hardware then that CI would have an associated incident. If there were more incidents related to that CI then a problem ticket would be created and the incidents associated to it.

If you are talking about requests then that is a whole new story. Please let me know an instance where an incident would have a child incident created.

Jeff

[tmclynn]

Jeff,

Our use case:

We have customer reported incidents that involve multiple groups to resolve. If the incident is passed around from group to group it makes it very difficult to control reporting on groups work effort. Also it makes it difficult to have consistent communications with the customer. Having child incidents is an easy way to create the one to many relationship and keep all reporting based on the incident table.

Tim

[John Smits]

Jeff,

Just because there are multiple incidents open against the same CI for the same thing doesn't always mean it is appropriate to open a problem record. By definition Incident and Problem are very different. Incident Management aims to restore service to a customer as soon as possible while Problem Management aims to identify the root cause of an incident. Incidents may be flagged for root cause analysis as part of the resolution which would engage the problem management team to figure out why the incident happened and prevent similar incidents from occuring in the future.

John