Problems › Create Parent/Child Relationship

Create Parent/Child Relationship

Records entered in the CA SDM system can be related to other records entered into the system. For example, entering a problem could result in the entry of two additional problems in an attempt to resolve the original problem. The original record entered is referred to as the parent, and the additional records entered as a result of attempting to resolve the original record are referred to as children.

It is helpful to record these relationships between records in the CA SDM system. The Parent/Child tab on the Problem Detail page lists the parent record of the problem (the record that resulted in the creation of the problem record), as well as any children of the problem (records entered as a result of attempting to resolve the problem).

To create a parent/child relationship for a problem record:

1. On the Service Desk tab, select the desired problem from the Problem List page.

   The Problem Detail page displays.

2. Select the Parent/Child tab and click Update Children.

   The Problem Children Search page displays.

3. Complete one or more of the search fields for related problem records, and click Search.

   A list of problems matching the search criteria displays.

4. Select the related problems from the list on the left, and click .

   The selected problems are added to the list on the right.

   Note: Use the CTRL or SHIFT keys plus the left mouse button to select multiple problems.

5. When all related problems are in the list on the right, click OK.

   The Problem Detail page displays with the selected problems listed on the Parent/Child tab.

More information:

Close All Children