Replacing or adding incident relationships
Using Remedy IT Service Management, you can replace or add incident relationships whenever you modify or add a Causal or a Service CI. Incident Management enables you to preserve the older incident relationships in the Relationships table on the Incident form. Consider a situation where you have created an incident and associated a Causal CI to it. The Relationships table reflect this relationship. However, you later realize that there is another Causal CI for this incident and therefore you want to update the incident relationship.
To replace or add incident relationships
- On the Incident form, modify the CI+ field by selecting a different CI from the drop-down list. A confirmatory dialog box appears.
- To preserve the older relationships, click Yes.
To replace the older relationships with the new, click No.
Best PracticeBMC recommends that you preserve the older incident relationships as they would provide useful information. When you retain the older relationships, you have a trail of relationship information and you can know how you arrived at the decision and how each CIs are related to each other.