do comments entered into action log of a parent ticket go to the affected users of the child tickets

Shawn_Horley

Greetings

I didn't find this question asked on my search so I'm asking now (sorry if I missed it). We've had an incident impacting much of our user base (6000+) and have created a Parent Incident ticket and assigned hundreds of child tickets for the affected End-Users.

I'm wanting to enter comments into the activity log of the Parent ticket in the assumption that all Affected users in the linked Child tickets would receive the comment. but I don't see any entries in the logs of the child tickets. Without asking hundreds of users whether they received our notification, is there any way for us to tell within the console that the notification was communicated to all Child tickets/Users?

Appreciate any guidance/suggestions you can provide.

Cheers

Shawn

Adam_Dzyacky

As far as I know, this isn't included in any out of box notification mechanisms nor the ones provided by Cireson. That said, this would be something that needs to get runbooked through Orchestrator or SMA.

Brian_Wiest

The only time that Child tickets gets notifications is when the parent is closed and workflow resolves all the child's and if you have a resolved notification on that work item. Otherwise like @Adam_Dzyacky said it needs to be scripted.

Adam_Dzyacky

As far as I know, this isn't included in any out of box notification mechanisms nor the ones provided by Cireson. That said, this would be something that needs to get runbooked through Orchestrator or SMA.

Shawn_Horley

Seriously? Microsoft never thought that we might want to send mass communications to child tickets rather than open each incident one by one and update the action log?

Brian_Wiest

The only time that Child tickets gets notifications is when the parent is closed and workflow resolves all the child's and if you have a resolved notification on that work item. Otherwise like @Adam_Dzyacky said it needs to be scripted.

Shawn_Horley

Thanks guys.