Global Updates

Users can subscribe to or "Add" themselves to issues. You can update all the linked/impacted users at one time. You can also link child tickets manually in Core.

You must have the Copy Update to Child Calls permission granted on your security Role to be able to provide global updates.

Where do Child Tickets come from?

In ASM, you can globally update users who have child tickets linked to a parent ticket. These Impacted users might also be called Followers, or Subscribers. Impacted users can be discovered several different ways:

Scenario 1

In ASM, they could represent a set of users that have elected, through the Self-Service Portal, to be added to a given issue. See also "Add Me: Set up "Add-Me" for Subscribing to or Following Issues from the global search above for more information on enablement of this capability.

For Example, say you publish a Known Error or Major Incident and you need to understand and manage everyone who is impacted by it. Users have the ability, if access is granted them, to add themselves to these tickets. When they do, ASM does several things that make management of the potential volume much easier for you:

  1. ASM creates a ticket for the user that is essentially a clone of the Major Incident, Problem, or Known Error (Or whatever IPK Status, aka Ticket Type, your organization has defined).

  2. ASM Links this new ticket as a child to the parent, or Main ticket.

  3. The option to "Add-Me" is removed from the SSP view for that user for that ticket, preventing them adding themselves again and again and creating duplicate tickets.

Scenario 2

They might also be tickets that Support has decided should be child tickets to another one. For example, an email outage that is discovered because 300 issues for the same thing were logged in a short time frame. Support might create a major incident from the earliest recorded incident that matches the given criteria and then link all the related/subsequent tickets as child tickets.

Scenario 3

In ASM, AI Ops can be configured to watch the traffic in the system and identify specific patterns of activity. If it finds a match to the set of rules that are configured, it will log a ticket and link all the triggering incidents to it. The problem Manager or a team lead will go in and then decide if these "triggers' really should be linked. If so, they will select to link the triggers converting them to child tickets.

No matter the method for linking a parent ticket to a child or number of child tickets, you will manage it the same.

The Analysts Role: Managing Parent Tickets with Child Tickets

You may be tasked with managing a parent ticket that has many child tickets attached. In this case, you will need to provide regular updates to the impacted users. With ASM, you do not need to update each ticket individually.

  • You can add a note using the Add a Note feature. This is perhaps the easiest method.

  • You can add/link Knowledge Article(s)

  • You can update the Workaround

Linked Knowledge and Workarounds will globally and automatically update all impacted users if ASM is configured for Automatic updates.

If ASM is not configured for Automatic Updates, you will need to use the Add a Note and send the KB article or Workaround via the Note feature.

Whenever you have a ticket that has linked child tickets, you will notice some additional fields and links:

  1. The Linking menu will turn blue.

  1. When you Add a note from the call search results or from inside of the call - you have the option to update the child calls as well. This will trigger an update email to the impacted users.

When you use "Add a Note" the conversation widget on the Self Service Portal is also updated.

3. You can also email all linked users directly using the Send Email link in the Explorer Pane and selecting the "Linked Calls" option. NOTE: If you click to add Linked Calls from the BCC Field, recipients will not see the other email addresses on the message.

Closing a Parent Ticket with Child Tickets Attached

When the issue is resolved, you will need to close the parent. ASM makes closing all related children easy. To Close a Parent ticket and all related child tickets:

  1. Close the ticket as you normally would

  1. If you want to cascade the status change and email all impacted users, select the options to do so, and click YES

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