Can a Change ticket be a parent to child tickets?

I'm working on our Change requests. I'd like to associate incidents with the Change as child tickets, so that if a Change ticket is implemented and then causes an issue, we could see a list of tickets spawned as a result of the Change.

However, it doesn't appear this is possible? Or I'm missing how to do this. What is the TD recommended way of tracking issues that a Change may cause?

Thank you in advance!

Tags change parent child-tickets
Asked by Kay Brewer on Fri 8/16/24 10:29 AM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 8/16/24 10:34 AM

Hello Kay,

If your "change" ticket does actually carry the classification of "Change" you'll be able to see it when you have that ticket open and look in the upper left area of the screen where it says "{Classification} | ID". Is it actually a "Change" ticket by that indicator?

Secondly, assuming the above is "Yes", what steps are you taking now to try and add child tickets to this Change ticket?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Hi there Mark. I verified that the change ticket I'm looking at does have a classification of Change.
The way I'm trying to associate it with a ticket is by opening an incident and choosing Actions/Set Parent. and then searching. I can't seem to get my change ticket to show up in this screen.

I also tried going into the Change ticket, but there's no option to set a Child from the change ticket. There's an option to set a Parent ticket, but I think that would be for if a Release then resulted in a Change.

Hope that makes sense. I'm wanting to associate any tickets that occur as a result of a Change with that change ticket.

Thanks for your help with this! - Kay Brewer Fri 8/16/24 10:51 AM
You should just be able to paste the ID of the parent Change ticket into the type-ahead field in the Actions > Set Parent window that you opened from the Service Request or Incident ticket, and the Change will show up that way.

On Change tickets, there is a tab across the top called "Children" that you can add existing tickets to by ID or by searching for them one by one, checking the box next to each ticket, and then choose the option to add selected. - Mark Sayers Fri 8/16/24 12:05 PM