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Linking to records of other modules

You can link a record to records of other modules based on your requirements. For example, say that your Service Desk receives a phone call from a customer saying that the laptop has crashed. An incident is logged for the customer. With investigation, the staff member determines that the RAM of the laptop has crashed. In this case, the staff member needs to change the RAM and must link the incident with a change request to change the RAM.

Note

You can link Configuration Items (CIs) and assets to a record, such as incidents, service requests, tasks, problems, change requests, and releases. The records which are linked to CIs and assets are displayed on the Details tab of the corresponding CIs and assets in the Instance Editor (Remedyforce CMDB tab). For more information, see Linking configuration items and assets to a record

In the Remedyforce Console, when you click the Record Details button for an open record, you can link or unlink an opened or a closed record of another module from the related lists.The following table lists the out-of-the-box related lists that are available for modules in the Remedyforce Console, and the additional related lists available with modules in the Remedyforce Console tab, and the related lists that system administrators can configure.

Module in the Remedyforce ConsoleOut-of-the-box related lists where you can link only one record at a timeOut-of-the-box related lists where you can link one or more records at a timeRelated lists that system administrators can configure
Broadcasts
  • Linked Incidents
  • Linked Incidents
 
Change Requests
  • Linked Releases
  • Linked Incidents
  • Linked Knowledge Articles
  • Linked Problems
  • Linked Services, Configuration Items and Assets
  • Linked Tasks
 
Incidents

None

  • Linked Change Requests
  • Linked Knowledge Articles
  • Linked Problems
  • Linked Configuration Items and Assets
  • Linked Tasks
  • Linked Incidents
  • Linked Releases (one record at a time)
Knowledge Articles
  • Linked Incidents
  • Linked Services and Configuration Items

  • Linked Change Requests (multiple records at a time)
  • Linked Problems (multiple records at a time)
Problems
  • Linked Releases

  • Linked Change Requests
  • Linked Incidents
  • Linked Knowledge Articles
  • Linked Services, Configuration Items and Assets
  • Linked Tasks
 
Releases
  • Linked Incidents
  • Linked Change Requests
  • Linked Services, Configuration Items and Assets
  • Linked Tasks
 
Service RequestsNone
  • Linked Tasks
  • Linked Knowledge Articles
  • Linked Configuration Items and Assets
  • Linked Change Requests
  • Linked Problems
  • Linked Incidents
  • Linked Releases (one record at a time)
Tasks

  • Linked Services, Configuration Items and Assets
 

Note

To open a CI on the Remedyforce CMDB tab from the Linked Services and Configuration Items related list, click the CI in the Configuration Item column. Contact your system administrator if you do not see the Configuration Item column.

To link to a record of another module

  1. Click the Remedyforce Console tab.
  2. From the View menu, select the appropriate module, such as Incidents.
  3. From the list of records, select the record to which you want to link records of other modules.
    For the example, select the incident that was logged by the customer whose laptop crashed.
  4. Click Record Details.
  5. Perform one of the following actions:

    • To link existing records to this record, in the Linked <module that you want to link> section, click Select and Link <Module 1> to <Module 2>.
      For the example, in the Linked Change Requests section, click Select and Link Change Request to Incident.

    • To create a new record and link it to the opened record (for the example, to create a change request and link it to the incident), click Create and Link <Module 1> to <Module 2>. In the button name, replace <module #> with Broadcast, Change Request, Incident, Problem, or Release.
    • (Only for the Linked Tasks related list) To create a new task, click Create New Task.
      When you create a task by using the Create New Task button, the new task is linked to the opened record.
  6. From the lookup window that is displayed, select the check boxes for the records that you want to link, and click Link.

    Note

    If you have the Linked Incidents related list in the Incidents module, and you create a new incident from the Linked Incidents related list by clicking the New button, the new incident is not linked to the existing incident. Contact your system administrator to add the Incident field to the required field set.

Related topics

Adding related lists to a module

Incident management

Service request management

Task management

Problem management

Change management

Release management

Broadcast management

Linking configuration items and assets to a record

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