09-24-2021, 06:53 AM
An Incident can be related with other Incident, Service Request, Change, Problem, Knowledge Management or and Asset records. This is done when both the records have similarity or have dependency.
Follow the steps to relate a ticket to an Incident -
1. Open the Incident ticket that needs to be related to another record.
2. If it is not related or linked with any other record earlier, 'Related Items' will not be displayed.
3. Click on 'Relate' button to open up a screen to relate other records.
4. Select the appropriate record type like Ticket, Asset Mgmt, Config Item or Knowledge Base from the 'Link with' dropdown.
5. Use other fields to filter more granular set of records, if required.
6. Click on Start Search
7. The list of records based on the above provided filter will be displayed.
8. Select the records that you intend to relate or link with Incident ticket and click on 'Relate' button. You can select multiple records too.
9. The selected records will be linked with Incident ticket.
10. The 'Related Item' will appear and the linked records will be displayed in that tab.
Note: You can remove the related records by clicking on 'Relate' button after opening the ticket, navigating to 'Manage existing links' and deleting them from the list.
Follow the steps to relate a ticket to an Incident -
1. Open the Incident ticket that needs to be related to another record.
2. If it is not related or linked with any other record earlier, 'Related Items' will not be displayed.
3. Click on 'Relate' button to open up a screen to relate other records.
4. Select the appropriate record type like Ticket, Asset Mgmt, Config Item or Knowledge Base from the 'Link with' dropdown.
5. Use other fields to filter more granular set of records, if required.
6. Click on Start Search
7. The list of records based on the above provided filter will be displayed.
8. Select the records that you intend to relate or link with Incident ticket and click on 'Relate' button. You can select multiple records too.
9. The selected records will be linked with Incident ticket.
10. The 'Related Item' will appear and the linked records will be displayed in that tab.
Note: You can remove the related records by clicking on 'Relate' button after opening the ticket, navigating to 'Manage existing links' and deleting them from the list.