Incident / Problem - Parent Child - or - See Also / Referrer
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.