Types of relationships
Numerous types of relationships are provided in FootPrints that you can use to link items to other items. For more information about relationships, see Configuring relationships.
This topic provides information about the items that are linked by each relationship type and about the From/To relationships.
The relationships don't perform the automated actions and rules. You must configure the rules to trigger them. All ticket-to-ticket relationships are not different in FootPrints. The relationships are used for different business purposes and rules.
The following topics are provided:
Relationship types and items
The following table lists the available relationships in alphabetical order and identifies the items to which the relationships apply.
Link type | Asset | CI | Contact | Contract | Service | SLT | Solution | Survey | Ticket | Work target |
|---|---|---|---|---|---|---|---|---|---|---|
Application Installed | Y | |||||||||
Backs Up | Y | |||||||||
Caused By | Y | |||||||||
CI/ | Y | Y | ||||||||
Connects | Y | |||||||||
Contact/ | Y | Y | ||||||||
Contact/ | Y | Y | ||||||||
Contains | Y | |||||||||
Contract/CI | Y | Y | ||||||||
Contract/ | Y | Y | ||||||||
Contract/ | Y | Y | ||||||||
Contract/ | Y | Y | ||||||||
Contract/ | Y | Y | ||||||||
Depends | Y | |||||||||
Documents | Y | |||||||||
Exchanges data with | Y | |||||||||
Global Link | Y | |||||||||
Hosts | Y | |||||||||
In Rack | Y | |||||||||
Incident/ | Y | Y | ||||||||
Incident/ | Y | Y | ||||||||
Incident/ | Y | |||||||||
Incident/ | Y | |||||||||
Incident/ | Y | Y | ||||||||
Incident/ | Y | |||||||||
Instance Of | Y | |||||||||
Location | Y | |||||||||
Manages | Y | |||||||||
Master/ | ||||||||||
Member | Y | Y | ||||||||
Powers | Y | |||||||||
Problem/ | Y | Y | ||||||||
Problem/ | Y | Y | ||||||||
Problem/ | Y | |||||||||
Problem/ | Y | Y | ||||||||
Received data from | Y | |||||||||
Related CIs | Y | |||||||||
Related Incidents | Y | |||||||||
Related Services | Y | |||||||||
Related Solutions | Y | |||||||||
Related Tickets | Y | |||||||||
Related Tickets (Dynamic) | Y | |||||||||
RFC/CI | Y | Y | ||||||||
RFC/ | Y | Y | ||||||||
RFC/ | Y | Y | ||||||||
RFC/ | Y | |||||||||
Runs | Y | |||||||||
Service Level Requirement/ | Y | |||||||||
Service Request/ | Y | Y | ||||||||
Service Request/ | Y | Y | ||||||||
Service/CI | Y | Y | ||||||||
Service/ | ||||||||||
Ticket/ | Y | Y | ||||||||
Ticket/CI | Y | Y | ||||||||
Ticket/ | Y | Y | ||||||||
Ticket/ | Y | Y | ||||||||
Ticket/ | Y | Y | ||||||||
Ticket/ | Y | Y | ||||||||
Ticket/ | Y | Y | ||||||||
Virtualizes | Y | |||||||||
Work Target/ | Y | Y |
Relationship types and From/To relationships
The following table lists the available relationship types in alphabetical order and identifies the From and To relationships associated with each type. For more information about Ticket item type relationships, see Ticket item type relationships.
Link type | From relationship | To relationship | From item to item |
|---|---|---|---|
Application Installed | Installed On | Has Application | CMDB Item to CMDB Item |
Backs Up | Backups Up | Is Backed Up By | CMDB Item to CMDB Item |
Caused By | Caused | Caused By | Workspace Ticket to Workspace Ticket |
CI/Solution | CI | Solution | CMDB Item to Workspace Solution |
Connects | Connects to | Connected by | CMDB Item to CMDB Item |
Contact/CI | Contact | CI | Address Book Contact to CMDB Item |
Contact/Service | Contact | Service | Address Book Contact to Service Portfolio Service |
Contains | Contains | Contained by | CMDB Item to CMDB Item |
Contract/CI | Contract | CI | Address Book Contact to CMDB Item |
Contract/Customer | Contract | Customer | Address Book Contact to Address Book Contact |
Contract/Provider | Contract | Provider | Address Book Contact to Address Book Contact |
Contract/Service | Contract | Service | Address Book Contact to Service Portfolio Service |
Contract/Service Level Target | Contract | Service Level Target | Address Book Contact to Service Portfolio Service Level Target (SLT) |
Depends | Depends on | Used by | CMDB Item to CMDB Item |
Documents | Documents | Documented by | CMDB Item to CMDB Item |
Exchanges data with | Exchanges data with | Exchanges data with | CMDB Item to CMDB Item |
Global Link | Global Ticket | Ticket | Workspace Ticket to Workspace Ticket |
Hosts | Hosted on | Hosts | CMDB Item to CMDB Item |
In Rack | In rack | Rack contains | CMDB Item to CMDB Item |
Incident/CI | Incident | CI | Workspace Ticket to CMDB Item |
Incident/Contract | Incident | Contract | Workspace Item to Service Portfolio Service Level Agreement (SLA) |
Incident/Problem | Incident | Problem | Workspace Ticket to Workspace Ticket |
Incident/RFC | Incident | RFC | Workspace Ticket to Workspace Ticket |
Incident/Service | Incident | Service | Workspace Ticket to Service Portfolio Service |
Incident/Service Request | Incident | Service Request | Workspace Ticket to Workspace Service Request |
Instance Of | Instantiates | Instances of | CMDB Item to CMDB Item |
Location | Located in | Contains Room / Houses | CMDB Item to CMDB Item |
Manages | Managed by | Manages | CMDB Item to CMDB Item |
Master/Subtask | Master | Subtask | Workspace Ticket to Workspace Ticket |
Member | Members | Member of | CMDB Item to CMDB Item |
Powers | Powers | Powered by | CMDB Item to CMDB Item |
Problem/CI | Problem | CI | Workspace Ticket to CMDB Ticket |
Problem/Contract | Problem | Contract | Workspace Ticket to CMDB Item |
Problem/RFC | Problem | RFC | Workspace Ticket to Workspace Ticket |
Problem/Service | Problem | Service | Workspace Ticket to Service Portfolio Service |
Received data from | Received data from | Sends data to | CMDB Item to CMDB Item |
Related CIs | Related CI | Related CI | CMDB Item to CMDB Item |
Related Incidents | Related Incident | Related Incident | Workspace Ticket to Workspace Ticket |
Related Services | Related Service | Related Service | Service Portfolio Service to Service Portfolio Service |
Related Solutions | Related Solution | Related Solution | Workspace Ticket to Workspace Ticket |
Related Tickets | Related Ticket | Related Ticket | Workspace Ticket to Workspace Ticket |
Related Tickets (Dynamic) | Related Ticket | Related Ticket | Workspace Ticket to Workspace Ticket |
RFC/CI | RFC | CI | Workspace Ticket to CMDB Item |
RFC/Contract | RFC | Contract | Workspace Ticket to Address Book Contact |
RFC/Service | RFC | Service | Workspace Ticket to Service Portfolio Service |
RFC/Service Request | RFC | Service Request | Workspace Ticket to Workspace Ticket |
Runs | Runs on | Runs | CMDB Item to CMDB Item |
Service Level Requirement/Contract | Service Level Requirement | Contract | Contract to contract |
Service Request/CI | Service Request | CI | Workspace Ticket to CMDB Item |
Service Request/Service | Service Request | Service | Workspace Ticket to Service Portfolio Service |
Service/CI | Service | CI | Service Portfolio Service to CMDB Item |
Service/Service Level Target | Service | Service Level Target | Service Portfolio Service to Service Portfolio SLT |
Ticket/Asset | Ticket | Asset | Workspace Ticket to CMDB Asset |
Ticket/CI | Ticket | CI | Workspace Ticket to CMDB Item |
Ticket/Contact | Ticket | Contact | Workspace Ticket to Address Book Contact |
Ticket/Service | Ticket | Service | Workspace Ticket to Service Portfolio Service |
Ticket/Solution | Ticket | Solution | Workspace Ticket to Knowledge Base Article |
Ticket/Survey | Ticket | Survey | Workspace Ticket to Workspace Survey |
Ticket/Work Target | Ticket | Work Target | Workspace Ticket to Service Portfolio Work Target |
Virtualizes | Virtualized by | Virtualizes | CMDB Item to CMDB Item |
Work Target/Service Level Target | Work Target | Service Level Target | Service Portfolio Work target to Service Portfolio SLT |
Ticket item type relationships
The following table lists the available relationship types for Ticket item in alphabetical order and identifies the From and To relationships associated it.
Link type | From relationship | To relationship | From item to item | Description | Example |
|---|---|---|---|---|---|
Caused By | Caused | Caused By | Workspace Ticket to Workspace Ticket | Link incidents which are caused by implemented change requests to the source change request. | Recently implemented change request to upgrade the operating system has caused incidents like incompatible application versions and degraded laptop performance. |
Global Link | Global Ticket | Ticket | Workspace Ticket to Workspace Ticket | When the same incident affects multiple people, a Global incident can be created. By creating a Global incident the service desk staff has to work only on one ticket and the updates are received by all the people whose incidents are linked. | The email server goes down and multiple people report the same incidents. The service desk staff can create a global ticket and link the tickets raised by individual users. |
Incident/CI | Incident | CI | Workspace Ticket to CMDB Item | Link a Configuration Item (CI) to an incident. | A network server not working causes a network outage issues. When the ticket is created, the network server can be linked to it. |
Incident/Contract | Incident | Contract | Workspace Item to Service Portfolio Service Level Agreement (SLA) | Link applicable Service Level Agreements (SLAs) or Operational Level Agreements (OLAs) to an incident. | An priority 1 incident raised by a customer must be resolved in two hours based on the SLA linked to the customer. |
Incident/Problem | Incident | Problem | Workspace Ticket to Workspace Ticket | Link Incidents to existing problems or to new problems to investigate the underlying cause of the Incident. |
|
Incident/RFC | Incident | RFC | Workspace Ticket to Workspace Ticket | Link the incident to the Request For Change (RFC) which resolves the incident after it is implemented. | When the new version of windows is rolled out, it will resolve the degraded computer performance issues. |
Incident/Service | Incident | Service | Workspace Ticket to Service Portfolio Service | Link an incident to an affected service. | Emails issues, connectivity issues, and Lync meeting incidents are caused due to the disruption of internet service. |
Incident/Service Request | Incident | Service Request | Workspace Ticket to Workspace Service Request | An incident must be resolved to fulfill a service request. | A compatible version of an application must be installed before the laptop is issued to a new hire. |
Master/Subtask | Master | Subtask | Workspace Ticket to Workspace Ticket | Link a task which is broken down into subtasks. | A new hire on-boarding task is broken down into several IT tasks and HR tasks. |
Problem/CI | Problem | CI | Workspace Ticket to CMDB Ticket | Link a CI to a problem. | A network server is causing multiple application outages. |
Problem/Contract | Problem | Contract | Workspace Ticket to CMDB Item | Link a specific SLA to a problem | A priority 1 problem must be resolved in 4 hours based on the SLA with the customer. |
Problem/RFC | Problem | RFC | Workspace Ticket to Workspace Ticket | Link a problem with the Request For Change (RFC) that will resolve it once implemented. | When you roll out the latest version of Outlook, it will resolve the email issues faced my multiple users. |
Problem/Service | Problem | Service | Workspace Ticket to Service Portfolio Service | Link a problem to a service which is affected by the problem | Internet service outage is causing issues. |
Related Tickets | Related Ticket | Related Ticket | Workspace Ticket to Workspace Ticket | Link incidents which are similar. Generic version of Related Incidents | An issue with two different applications might be caused by the same server. |
Related Tickets (Dynamic) | Related Ticket | Related Ticket | Workspace Ticket to Workspace Ticket | When one incident is updated, the linked incident is automatically updated because of the configured rules. | If two tickets are raised by the same customer and are linked as related tickets, the rules can be configured to update the linked ticket when the priority of a ticket is changed. |
RFC/CI | RFC | CI | Workspace Ticket to CMDB Item | Link a CI to a Request for Change. | A server must be replaced before upgrading a new version of an application. |
RFC/Contract | RFC | Contract | Workspace Ticket to Address Book Contact | Link OLAs and SLAs to Requests for Change. | A request for change must be implemented by the time stipulated in the customer SLA. |
RFC/Service | RFC | Service | Workspace Ticket to Service Portfolio Service | Link a Request for Change to Service which will be affected by the RFC. | A request to upgrade a network server may cause a service outage. |
RFC/Service Request | RFC | Service Request | Workspace Ticket to Workspace Ticket | Link a service request which must be fulfilled before a Request for Change is implemented. | An operating system of a laptop must be upgraded before a new laptop is issued to a user. |
Service Request/CI | Service Request | CI | Workspace Ticket to CMDB Item | Link a service request to an affected CI | Adding a new user to the database may affect the performance of a server. |
Service Request/Service | Service Request | Service | Workspace Ticket to Service Portfolio Service | Link a service to a service request. | A new hire on-boarding may involve issuing the user access to the multiple applications. |
Ticket/CI | Ticket | CI | Workspace Ticket to CMDB Item | Link CI to a ticket. | An issue with the a printer not working. |
Ticket/Contact | Ticket | Contact | Workspace Ticket to Address Book Contact | Link a specific contact from an address book who has raised the incident. | If a customer has multiple contacts in the address book, you can link an incident to the specific contact who raised the incident. |
Ticket/Service | Ticket | Service | Workspace Ticket to Service Portfolio Service | Link a service to a ticket or vice versa. | An internet outage is linked to multiple tickets. |
Ticket/Solution | Ticket | Solution | Workspace Ticket to Knowledge Base Article | Link an article from Knowledge Base that contains the solution for a ticket. | A knowledge article which provides information about how to resolve an error is linked to an incident which was raised due to the error. |
Ticket/Survey | Ticket | Survey | Workspace Ticket to Workspace Survey | Link a survey to a ticket to evaluate the quality of work done. | After a ticket is resolved, a feedback survey is sent to the user seeking feedback for the rendered services. |
Ticket/Work Target | Ticket | Work Target | Workspace Ticket to Service Portfolio Work Target | Link a work target to a ticket as a goal to meet SLA conditions as the response and the resolution for a ticket. | An agent must meet the deadline specified in work target for a ticket raised by a customer based on the customer SLA. |
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