OFM has made a change to our ticketing system to notify you when a ticket you’ve submitted is associated to a parent incident.
A parent incident is created when an application or service experiences an outage. If you submit a ticket to the OFM Help Desk that is related to the outage, your ticket is linked to the parent incident, and you will receive a notification like the following example:
INC0012345 (RE: Unable to login) has been associated with a Parent Incident: INC0054321
Your ticket has been associated with a parent incident that has been created for this issue. We will notify you when it has been resolved.
This notification will help you to understand that the issue you are reporting is part of a widespread incident that we are actively working to resolve. After service is restored, the parent incident is closed, which in turn notifies customers for all linked tickets that the issue is fixed.
If you have any questions regarding this change, please let us know. Thank you!
