When a tech/analyst/engineer/admin receives a child ticket, please do the following:
- Review the parent ticket to ensure it is about the same issue
- Update the Requested by user that this particular issue has already been reported and this ticket in particular has been childed into that parent ticket. Please inform the Requested by and Requested for users that moving forward, all communication will be coming from the parent ticket TK###### and all work will be recorded in that same ticket. Advise them that this child ticket will be marked completed/resolved and will be closed.
- Add the Requested by, Requested for, all the others in Watching status and vendors into the parent ticket.
This should ensure there are no orphaned child tickets where the issue has been resolved, but the child tickets remain open.
Please use the template [closechild] - Closing Child tickets with updates (closechild) available in Halo