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Problems and Related Incidents
#1
I was reading up on some documentation and it says if you link an incident to a parent request, the children all follow the parent as far as status goes and then when the parent is closed, all children close automatically. This sounds great.

I was testing something similar to this though, and found that if I have a problem and I link incidents to it, it does not close them incidents when the problem is closed. Am I doing this incorrectly (as far as process goes) or is this something others have done? basically, we want to close the Problem and communicate to all employees that submitted tickets a general email notification and then close the tickets. I'm not exactly sure how the OOTB experience is supposed to go, but since this functionality exists elsewhere in the system, I thought i'd ask as its very possible i'm doing something funny.
justinh, proud to be a member of EV CONNECT FORUM since Oct 2015.

#2
(09-07-2017, 03:25 PM)justinh Wrote: I was reading up on some documentation and it says if you link an incident to a parent request, the children all follow the parent as far as status goes and then when the parent is closed, all children close automatically. This sounds great.

I was testing something similar to this though, and found that if I have a problem and I link incidents to it, it does not close them incidents when the problem is closed. Am I doing this incorrectly (as far as process goes) or is this something others have done? basically, we want to close the Problem and communicate to all employees that submitted tickets a general email notification and then close the tickets. I'm not exactly sure how the OOTB experience is supposed to go, but since this functionality exists elsewhere in the system, I thought i'd ask as its very possible i'm doing something funny.

Hello,

"if you link an incident to a parent request incident , all children follow there closing workflow".
It's true when incidents are linked, not true when incident are linked to another catalog (change, fullfilement, problem).

I suggest to create a BR because solved problem can create :
- A know error
- A solution (KB)
- A change

Each case must be deal differently :
- Know error: waiting for a solution (KB) or workaround
- KB : inform user and link KB
- Change : waiting for testing, acceptance and the move to production

P.ABBE 
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.






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