ITIL compliant incident management rule does not exist ?.  Use Case:  Website is down i. HD receives a call and opens a ticket (ticket number 10) We know that there are 100 people who use this websitewho are about to slam the HD with tickets.  We call this an incident.  As tickets start to come in via phone, email, and portal they all pile up. HD person needs to associate them with the ticket number 10 by using See Alss (??)  

Question 1:  If we have several systems down  what code and where is required to make SEE ALSO a pull down of TICKETS.  (we can mark original ticket with custom field Incident (true/false) so that See Also shows us the list of the TRUE values.  (what this SQL looks like and where do you implement it to make it a drop down)

Question 2:   So now we have 99 tickets that are all linked to ticket 10.  An ITNinja fixes the website and closes ticket 10. Would be nice that all of the 99 tickets are automatically closed and emails are going out informing folks about the hero of the day.  (again what SQL and where ).

This is a simple ITIL incident management scenario that is available in 99% of the ticketing systems that claim to be ITIL compliant.   

Has anyone done this before ? can you share your success or maybe even how-to... Thanks in advance.


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You can do this with parent-child relationships.  Usually what catches people is that you must be in a single queue to do it.  You cannot be in a view that has multiple queues, or you won't have the bulk assignment option.

Open the primary ticket for your incident.  You can also create a separate ticket if you would like.  Click the edit button next to Parent Ticket.  Check the box for Allow this to be a parent and save the ticket.

Next, in the Help Desk -> Tickets tab, go to the View by pulldown menu, choose switch to queue, and make sure that you select a specific queue rather than All Queues.  This will change the operations available in the Choose Action pulldown menu on the left-hand side.  You will now be able to select multiple tickets via the checkboxes to the left of each ticket, and choose Add Ticket to Parent and your parent ticket from the Choose Action menu.  This will add all your associated tickets to the parent ticket as children.  Often you can do an advanced search to narrow down your ticket list to solely tickets that are involved in the incident, and check the select all checkbox rather than individually selecting 100 tickets.

  The other portion of this is in your queue configuration.  Go to Service Desk / Help Desk -> Configuration -> Queues and open your target queue.  You need to click on edit mode, and check the box for Allow parent ticket to close child tickets and save your configuration.

  You should now be able to go to the parent ticket, and enter a resolution for the parent.  When you choose Closed for the Status on the parent, you will have the option to also close all children, and to enter a resolution for all the children as well.  Save your ticket, and all the children will be updated with the resolution and closed.

Answered 06/21/2012 by: philologist
Red Belt

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