The Incident Management software creates a parent-child relationship to act as a bridge between the incident and problem tickets. This proves useful for major incidents, when both the urgency and impact are higher compared to the other issues. Your service desk software encounters a wide array of critical issues in your organzation and there might be times when you are bombarded with similar issues. Then, you can’t afford to have all your agents look upon the same issues and find workarounds simultaneously. In ITSM, parent-child relationship plays a pivotal role when any crisis or failure arises, affecting many users with a common cause. In practice, the first incident reported gets assigned as the parent and others related to it as children tickets.
Freshservice ITIL parent-child incident relationship prevents various support agents from analysing, assessing, or troubleshooting similar issues separately. It is a prompt and efficient way to group the same type of incidents and related SLAs together. Identify one of the incidents as parent and group others as children. Agents can directly concentrate on the parent instead of diversified and never-ending incidents dealing in the same problem. The major incident is the parent having different SLAs for it. Incident Management software can help your service desk provide the right solutions at ease, without any confusion or overlap of work. Time to make your service desk seamless to increase productivity and customer satisfaction levels.
Handle major incidents
A parent-child relationship is built by determining the major incident and its dependent incidents. Customize the major incidents with different SLAs and handle them with the right tactic and urgency. This lets them group the related incidents and notify the mass during the closure of the tickets.
Link children to parent incident
Wouldn’t it be monotonous to respond back to all the tickets related to the same issues? It's simpler to create a parent-child relationship. This means you can configure and merge every aspect related to the incident, right from the CIs involved, dependencies, and impact. Whenever the agent responds and updates the status of the parent incident, it directly sends notification to the children incidents and changes the statuses right away.
Request incidents through different portals
Users don’t have to worry about the ITIL parent-child relationship. All they need to do is state their issue through any portal of their choice- either web, call or chat. The only thing an end-user needs is acknowledgement of their raised ticket and an assurance that their problem is being handled. The agent, on the other hand, can merge these incidents together and tackle their service desk workflow.
Avoid dealing with multiple tickets and entries
Concentrate on the parent incident and see the changes reflect in the children incidents right away. Agents can now focus entirely on resolving the issue at hand rather than dealing with multiple similar tickets.