Adding a Third Level Incident Hierarchy Template

When a third level template is added to an incident hierarchy, a dependency is created. An incident will not be automatically created from the middle-level template until the incident created from the template below it is closed. In the example below, when the Check Connection to Accounting Application template is selected in the Incident screen, it is applied to the current incident and an incident is created with the Check User Account Permissions template. An incident will be created with the Check Accounting Application Permissions template when the Check User Account Permissions incident is closed.

This is shown in the Incident screen when you view the hierarchy.

In iSupport, template components that have not created incidents due to dependencies are called placeholders. Dependencies are created as you add more levels; in the example below, an incident created from the Check Accounting Application Permissions template must be closed before an incident will be created from the Check Connection to Accounting Application template.

This is shown in the Incident screen when you view the hierarchy.

Defining Dependencies on Other Templates in a Hierarchy