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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Getting Started Guide > Ticket types > Manage problem and incident tickets

Manage problem and incident tickets

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Updated October 10th, 2016

 

After you have linked a set of incident tickets to a problem ticket, you can manage these tickets as a group. To do this, open the problem ticket and perform the following actions, as necessary.

For more information about Web Help Desk ticket types, see How ticket types work.

Click a child ticket to open its details.
Click delete if you want to remove the relationship between the problem and the incident.
When you add a note to the problem, you can also propagate the note to linked incidents.
When you close a problem ticket, all linked incident tickets also close.

A tech cannot email all Incident ticket recipients from a Problem ticket. However, if a Problem ticket is set to Closed, all Incidents tickets are Closed. This action generates a Ticket Closed email to all Incident ticket recipients.

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