I should also mention, that I would like to keep these tickets as a group, so they are together for reference.
I have this question too. Any resolution?
This would be very helpful for us too.
1 of 2 people found this helpful
Yes. There are two methods to accomplish your objective. The second method is preferred when dealing with Service Requests.
The first method involves Ticket Type (Tickets > Ticket No. > Ticket Type).
1. Change the Ticket Type of the parent ticket to Problem.
2. Create new child tickets and assign the Ticket Type of Incident.
3. Link the Child-Incidents to the Parent-Problem with the Problem Search.
The second method involves Processes and Tasks.
Processes and Tasks
1. Create a Ticket Task (Setup > Tickets > Tasks).
2. Create an Action Rule (Setup > Processes > Action Rules).
3. Configure the Action Rule Info to Trigger When criteria evaluation results in a match, apply action....
4. Configure the Criteria to match the Parent ticket.
5. Configure the Actions to Run Task.
Finally, the entire process can be completely automated using additional Action Rules and Custom Fields.
Web Help Desk Consultant
Adeptec: SolarWinds Training and Professional Services
○ LinkedIN: Adeptec
○ Facebook: Adeptec
○ Twitter: @Adeptec
Problems, incidents, action rules...these processes are ridiculous. All we need is a button that says "Create linked ticket". Sometimes blows my mind how complicated the WHD dev team makes simple tasks.
I believe to create a Problem ticket might not be the best way forward.
Creating metrics based on Problem tickets under ITIL processes won't reflect the correct numbers. Because of this I would be reluctant to use this way to create child tickets.
Another option for creating Child tickets works backwards from the logic that most technicians would typically like to see. Instead of having a parent ticket that you can then generate child tickets from, you need to associate the child tickets to the parent.
Example: I create a ticket for a task that I run on a server, our SEIM system notices the changes on the server and creates audit logs (which turn into auto-generated tickets) that need to be addressed. I can then select the individual tickets (or bulk select/update), and in the ticket details tab of the child ticket(s) I click the Requests tab on the top-right of the page, look up the parent ticket number; then click link. Once you save/apply the child tickets will be linked in the Parent ticket.
Again, this is backward from the ideal workflow, but it is better than nothing.