70-246 Question #58: Real Exam Question with Answer & Explanation

The correct answer is C: Select the Link to New Parent Incident task.. How to Create a Parent Incident from an Incident Form In SystemCenter2012-ServiceManager, one way a help desk analyst can create a parent incident is when an existing incident is already opened. You can create a parent incident using the following steps. A parent incident serves

Question

Your company has a private cloud that is managed by using a System Center 2012 infrastructure. You discover that several users create incidents for the same issue by using the Self-Service Portal. Over 100 incidents are created. You need to ensure that all of the incidents can be resolved as quickly as possible. What should you do?

Options

Acreate a service level objective (SLO).
BCreate a queue.
CSelect the Link to New Parent Incident task.
DSelect the Escalate or Transfer the Incidents task.

Explanation

How to Create a Parent Incident from an Incident Form In SystemCenter2012-ServiceManager, one way a help desk analyst can create a parent incident is when an existing incident is already opened. You can create a parent incident using the following steps. A parent incident serves as a container for several incidents. The following procedure is performed on an incident that is neither a parent incident nor a child incident. Afterward, a new parent incident is created and the existing incident is converted to a child To create a parent incident from an incident form 1. In the Service Manager console, open the Work Items workspace, and in the Work Items pane, expand Incidents. 2. Select any Incident Management view that contains active incidents, and then select an 3. In the Tasks pane, click Edit to open the incident. 4. In the Tasks pane, click Link to New Parent Incident to open the Link to New Parent Incident 5. In the Link to New Parent Incident dialog box, select a template to create the new parent incident with, and then click OK. For example, select Networking Issue Incident Template, and then click OK. 6. In the Title box, type a new description or modify the description that is inserted by the For example, type Network Outage in Bldg 773. 7. In the Affected user box, select the user who reported this incident. For example, select Joe 8. In the Alternate Contact Method box, enter additional contact information for the affected user 9. The Child Incidents tab appears in the form where you view the child incident that the new parent incident is grouped with and where you can add other child incidents. 10. In the parent incident form, click OK to close it. 11. In the original incident form, click OK to close it.

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