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Freshservice Information

Combining Incidents for Change Control Log

• Previously, when multiple incidents would arise in Freshservice over the same issue, we would associate the incidents to a Problem and close out the tickets.
• Now, that Problems aren't tracked in Freshservice (see CCL), we need to combine all of the incidents into one and then link that "parent" ticket to the CCL. 

1. Click on the applicable Incident.
2. Click on New Child
3. Search for the additional incident numbers and add them as Children to the new Parent problem. 
   • When tracking your incident on the change control log, use the URL for the Parent incident to link the two.