Linking records to other records

In FootPrints, you can link records to other records. For example, you can link tickets to other tickets or to contacts, CIs, solutions, and service portfolio records. You can also link solutions to tickets and CIs to provide instructions or information to agents and customers.

If a ticket workspace is linked to an address book, you can select contacts from it and link them to tickets. Once a contact record is linked to a ticket, any updates made on the ticket to the contact information is also updated in the linked contact record.

Linking options for individual records include linking to related records, creating Master/subtask relationships, and creating Global relationships. However, only one Master/subtask relationship from each subtask to a Master is permitted. For more information about these relationships, see Master Tickets and subtasks and Global Tickets.

If you are authorized to edit the records you want to update, you can update linked records from a record to which they are linked - modifying one or several records at one time. For instructions, see To update linked records from a single record.

To understand how fields used in link control work, see Behavior of fields used in link controls.

For more information about linking tickets and appointments, see Managing appointments.

The following topics are provided:

To link the current record to an existing record

1. Open the record where you want to add a link.
2. (Optional) If lookup fields are defined for a link control on this record (such as Last Name, First Name, or Email address in the Contact section), type a value in one or more of the fields.
   This will limit the list of records returned in the next step.
3. Do either of the following:
   1. Click Actions > Link to. A list of the available relationships appears. Select an appropriate relationship.

   2. In the link section, click Link to.
      The Search Lookup dialog box appears where you can select the records you want linked to this record. If you entered any values in lookup fields, the system searches for records with those values and matching records are listed. The Search Lookup dialog includes a condition based on any values entered into lookup fields on the record; this condition finds the records that match those values.If you do not want to use these fields to search, proceed to step 4. Otherwise, proceed to step 5.

      Note

      Starting with release 12.1.02 and later, to search for records to link with other records, you can press the Enter key when the cursor is in any linked field on the form. The action of pressing the Enter key simulates the action of clicking the Link to button. The Search Lookup dialog box appears and you can select the records that you want to link with this record.

4. (Optional) To search using different parameters or to filter the list:
   1. Click Add New Condition
   2. Modify the field values
   3. Click Create.
   4. Click Apply Conditions to refresh the list.
      This filter works like an advanced search filter. For more information about searching and filtering, see Using Advanced Search and saving searches.
5. Select the appropriate records, and click Link.
   The Search Lookup dialog box closes.
6. Do one of the following:
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.

To create a new linked record

1. Open the record from which you want to create a linked record.
2. Do either of the following:
   • Click Actions > Create Linked.
   • In the Link section, click Create Linked.
   The Select Item to Create dialog box appears.
3. Select a container and record definition:
   1. In the Workspace and Item fields, select a container and record definition.
   2. Click Apply.
      A new record form appears on the home page for that type of record. If the lookup fields contained values for fields included on the new record form, those fields will be filled with the values from the lookup fields.
4. Fill in the fields and click Save.
   You are returned to the original record. The new record appears in the Link Control section.
5. Do one of the following:
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.

To update linked records from a single record

You can update the records linked to the record you are editing if they internal records (not in external locations). To perform this task, you must be authorized to edit the linked records.

1. Open the record that is linked to the records that you want to update.
2. In the linked fields, modify the values as needed.
   These are the fields selected as lookup fields for this record type.
3. In the link section, select the record or records that you want updated.
4. Click Update.
5. Do one of the following:
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.
   The selected records are updated and the original ticket refreshed as needed.

To view the details of a linked record

The following steps explain how to open a linked record for viewing from one of the records to which it is linked. You can also view the details of a linked record by going directly to that record and clicking View.

1. Open the record from which you want to view the linked record.

2. In the link control section, select the record that you want to view and click Open to view the record in edit mode.
   The details page of the record appears on the appropriate home page. If the Edit button is available, you can edit the record by clicking Edit.

   Note

   You can double click a linked record to view its information in view mode. 

3. If you made any changes to the record, click Save.
4. Close the record and return to the original record.
5. Do one of the following:
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.

To remove a link from the list

1. Open the record from which you want to remove a link.
2. In the link control section, select the record link that you want to remove.
3. Click Unlink.
   The record no longer appears in the link control.
4. Do one of the following:
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.

Related topics

Updating tickets

Selecting assets for tickets