HaloITSM Guides

Documentation to assist with the setup and configuration of the HaloITSM platform

Parent and Child Tickets

In Halo you can use the parent/child relationships for delegation of subtasks or related issues (Child Tickets). Alternatively, this can be used for linking connected incidents to a major incident ticket.

A parent ticket can have multiple child tickets against them, whereas a child ticket can only have one parent ticket.

Is This a Parent or a Child Ticket?

To understand whether a ticket holds the parent or child status simply look at the ticket ID. If it is a parent ticket it will have a -P suffix, and, within the ticket there will be a "Child Tickets" tab.If it is a child ticket, it will have a -C suffix and the ID of the parent ticket in the will be visible in the details pane/tab.

Child Ticket

Parent Ticket

What this Means

Within the Configuration > Ticket > General Settings you can change the parent/child behaviour.

This short set of settings can enhance the experience of using parent and child tickets, giving your agents extra tools to use.

Adding the Children onto the Column Profile of a ticket List

Editing the column profile to include the child tickets nested onto the Parent ticket row, is possible by adding the following onto the lists column profile: