Linking to records of other modules
You can link a record to records of other modules based on your requirements. For example, say that your Service Desk receives a phone call from a customer saying that the laptop has crashed. An incident is logged for the customer. With investigation, the staff member determines that the RAM of the laptop has crashed. In this case, the staff member needs to change the RAM and must link the incident with a change request to change the RAM.
You can link Configuration Items (CIs) and assets to a record, such as incidents, service requests, tasks, problems, change requests, and releases. The records which are linked to CIs and assets are displayed on the Details tab of the corresponding CIs and assets in the Instance Editor (Remedyforce CMDB tab). For more information, see Viewing, linking, and unlinking CIs from a record.
To generate a chatter post when a CI is linked to an incident, ensure that feed tracking is enabled for the
Base Element object.
Out-of-the-box related lists for modules
In the Remedyforce Console, when you click the Details button for an open record, you can link or unlink an opened or a closed record of another module from the related lists. The following table lists the out-of-the-box related lists that are available for modules in the Remedyforce Console, and the additional related lists available with modules in the Remedyforce Console tab, and the related lists that system administrators can configure.
|Module in the Remedyforce Console||Out-of-the-box related lists where you can link only one record at a time||Out-of-the-box related lists where you can link one or more records at a time||Related lists that system administrators can configure|
To open a CI on the Remedyforce CMDB tab from the Linked Services and Configuration Items related list, click the CI in the Configuration Item column. Contact your system administrator if you do not see the Configuration Item column.
To link to a record of another module
- Click the Remedyforce Console tab.
- From the View menu, select the appropriate module, such as Incidents.
- From the list of records, select the record to which you want to link records of other modules.
For the example, select the incident that was logged by the customer whose laptop crashed.
- Click Details.
Perform one of the following actions:
To link existing records to this record, in the Linked <module that you want to link> section, click Select and Link <Module 1> to <Module 2>.
For the example, in the Linked Change Requests section, click Select and Link Change Request to Incident.
- To create a new record and link it to the opened record (for the example, to create a change request and link it to the incident), click Create and Link <Module 1> to <Module 2>. In the button name, replace <module #> with Broadcast, Change Request, Incident, Problem, or Release.
- (Only for the Linked Tasks related list) To create a new task, click Create New Task.
When you create a task by using the Create New Task button, the new task is linked to the opened record.
From the lookup window that is displayed, select the check boxes for the records that you want to link, and click Link.
All the selected records are linked if no validation errors are found. None of the selected records is linked if any of the records have validation errors.
If you have the Linked Incidents related list in the Incidents module, and you create a new incident from the Linked Incidents related list by clicking the New button, the new incident is not linked to the existing incident. Contact your system administrator to add the Incident field to the required field set.