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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Manage tickets > Link and unlink incident and problem tickets

Link and unlink incident and problem tickets

Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 19, 2016

Views: 40 Votes: 0 Revisions: 5

Use the Parent-Child feature in Problem tickets to manually link multiple reports of a single issue. The Problem ticket is considered a Parent and each linked Incident ticket is considered a Child ticket.

Link an Incident ticket to a Problem ticket

  1. In the Tickets screen, click the desired ticket.
  2. In the Ticket Details tab, ensure that Incident is the active Ticket Type.
    WHD Ticket Type Incident1.png
  3. Click the Problems tab.
  4. Enter or select a ticket number, request type, status, or search term in any existing Problem tickets that you can transform into a Parent ticket.
    WHD Problems Tab Search1.png
  5. Click Search to find Problem tickets relating to your Incident ticket.
  6. In the search results, click View to preview possible Parent tickets.
  7. Click Link to assign the Problem ticket as a Child ticket.

Unlink a Problem ticket from an Incident ticket

  1. In the Tickets screen, click a Problem ticket.
  2. In the Ticket Details tab, ensure that Problem is the active Ticket Type.
  3. Scroll down to the Linked Incidents tab.
  4. Click the Unlink Problem button.

    The Parent Problem ticket is no longer linked to the Incident ticket.

 
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