Defining relationships

You use request types to define relationships. To view a list of request types to which you can relate releases and their available actions, along with their start and end dates, see Related request types for BMC Change Management and Release Management. The list varies depending on the other Remedy ITSM applications installed with Change Management.

To define a relationship

1. Open the change or release request.

2. In the Quick Action area, click the arrow beside Create Relationship to.
3. From the menu, select the type of record to which you want to relate the current record.

4. In the Search field of the dialog box that opens, type a search string.

   Important

   The keyword search is available only when Knowledge Management is installed with Remedy IT Service Management. If Knowledge Management is not installed, the Advanced Search is displayed. If the Advanced Search is displayed, in the search window for the request type, enter information about the search criteria tabs, and then click Search.

   For example, if you are creating a relationship to an incident request about a printer that regularly goes off-line, you might type printer off line. The search scans multiple fields in each record looking for a match, and returns a list of records that contain any of the words - printer, off, or line in one of the scanned fields.

   Important

   The type of search dialog box that appears depends on the type of record you chose from the menu. Try to supply as much information as possible in each type of search to reduce the overall number of records returned by the search. If, after using a more specific search string, the search returns too many records, consider using the advanced search. To do this, click Use Advanced Search, which opens a form in search mode that is relevant to the type of relationship you are making.

5. From the search results table, select the specific record to which you want to create the relationship.
6. From the Relationship Type list at the bottom of the search dialog box, select the type of relationship you want to create.

   1. Click Relate to create the relationship.

      Important

      The specific list for Select a Relationship Type depends on the type of relationship you are creating. For example, if you are creating a relationship with another change request record, the list includes Related to, if you are creating a relationship with an incident request record, the list includes Related to, Caused, and Corrects. If you are creating a relationship with a known error, there are two relate buttons: Initiated by and Related to, and so on.

      When you create a related request from the Quick Actions area, the Relationships tab displays the Relationship Type as Created. However, when you perform a relationship search on Relationship tab, the Select a Relationship Type list in the search results does not include relationship type Created because you are not creating a new request for the relationship but relating the existing records.

7. Close the search dialog.
   The related request types and relationship types appear in the Relationships table. To refresh the table, click Refresh from the right-click menu.