This documentation supports the 18.08 version of Service Desk.

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

Relationship types

Incident requests and problem investigations make different relationship types, as described in the following sections:

Incident requests

An incident request can be related to any of the following record types:

  • Configuration item (CI)
  • Another incident
  • Solution database entry
  • Known error
  • Problem investigation

Additionally, if your environment runs BMC Asset Management and BMC Change Management, incident requests can also be related to the following record types:

  • CI unavailability
  • Release
  • Infrastructure change

Problem investigations

A problem investigation can be related to any of the following record types:

  • CI
  • Incident request
  • Solution database
  • Known error
  • Another problem investigation

Additionally, if your environment runs BMC Asset Management and BMC Change Management, a problem investigation can also be related to the following record types:

  • Configuration item (CI) unavailability
  • Infrastructure change

A known error can be related to any of the following record types:

  • Configuration item
  • Incident request
  • Solution database
  • Another known error
  • Problem investigation

If you have BMC Change Management, a known error can also be related to infrastructure change or a release record.

Note

You cannot define a relationship from a solution database record to another record type. You can only define a relationship to a solution database record from another record type. For example, from an open incident request, you can create a relationships to a solution database record. You cannot, however, create a relationship from an open solution database record to an incident request.

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