This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Configuring relationships settings for change templates

The values you configure in a change template's Relationships tab are used to provide information for the Relationships tab in the Infrastructure Change Request form. To specify a relationship type, you first must save the change template. When you finish defining the change template, open the Change Template form in search mode and locate your change template. You then can configure the relationships settings.

To configure relationships settings

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Change Management > Template > Template, then click Open. The Change Template form appears.
  3. Perform a search for the change template for which to create a relationship.
  4. Click the Relationships tab.
  5. In the Request Type field, select Configuration Item.
  6. Click Search. The CI Relationships Search window appears.
  7. Enter information in the search criteria tabs, then click Search. The matching results are displayed in the CIs table.
  8. Select the appropriate CI.
  9. In the Relationship Type field, select the type of relationship to associate with the change template (for example, Related to).
  10. Click Relate. When you finish creating the configuration item, a message confirms that the new configuration item you created has been related to the change template.
  11. Repeat steps 8 through 10 for all the CIs to relate to the change template.
  12. Close the CI Relationship Search form.
  13. Click Save.
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Comments

  1. Ted Perchinske

    When the Change Template is created in ITSM 9.1 and you use Smart IT to create a new Change request with the template, the relationships do not appear until after the CRQ is saved. The functionality does not seem ideal because 1) the submitter may not be familiar with the template and know all the relationships. Therefore, they may try to add new ones. 2) if the submitter wants to remove a relationship, they would have to do it after the CRQ is created. 3) the change calendar shows collisions but not when a CRQ is being created with a template containing relationships. The collision is only referenced after the CRQ is saved. Displaying the calendar when creating the CRQ seems like a wasted step if you use templates that have relationships.

    I would recommend displaying the relationships in Smart IT during the CRQ creation process and not after it has been created.

    Aug 14, 2017 01:32
    1. Mokshada Shivarekar

      Hello Ted,

      Thank you for pointing out the issue. I will discuss with the Dev team and write back to you.

      Regards,

      Mokshada

      Aug 17, 2017 11:18
    1. Jyoti Nerkar

      Hello Ted,

      In Smart IT the process to create a CRQ is different. We request you to contact the customer support team. And, you can discuss these scenarios in detail.


      Regards,

      Jyoti

      Apr 17, 2019 01:56
  2. Parthasarathy Krishnamoorthy

    Is this issue mentioned above by Ted Perchinske resolved? Could you please share an update?

    Apr 15, 2019 08:27
    1. Jyoti Nerkar

      Hello Parthasarathy Krishnamoorthy,


      Apologies for the delay. I am discussing this with an SME. I will keep you posted with the updates.


      Regards,

      Jyoti

      Apr 16, 2019 11:45
      1. Jyoti Nerkar

        In Smart IT the process to create a CRQ is different. We request you to contact the customer support team. And, you can discuss these scenarios in detail.


        Regards,

        Jyoti

        Apr 17, 2019 01:57