Relating items to the current ticket
From Related Items, you can relate an existing ticket to the ticket you are currently working on, or you can create a new ticket that is related to the current ticket. For example, you can create a work order from within the context of an incident, and important metadata (such as customer information) from the incident copied to the new work order. In addition, "Created" and "Created by" relationships are automatically established between the two tickets.
From Related Items on a change request, you can create a new outage for one or more of the configuration items (CIs) that are related to the change request. You can also relate an existing outage to the change request. In this case, the CIs associated with the outage are automatically related to the change request. See "Specifying an outage for a CI" (in Working with profiles in Smart IT: People and CIs) and Creating and managing change requests using Smart IT.
Information copied to a new related ticket
The following minimum information is copied to the related incident, problem, known error, work order, or change request:
- Customer and Customer Company
- Affected Service
Problem and known error ticket types are available in Smart IT 1.3.00 or later.
The following additional information is copied only to related work orders and incidents:
- Contact and Contact Company
- Categorization (including Product and Operational Categorization, Location Company) — Copied from a work order to a work order, and from an incident to an incident.
- When a work order is created from a different ticket type, such as an incident, the Product Categorization is not copied, but is populated based on the affected service.
- Additional information might be populated automatically in the new ticket. For example, the assignee might be populated based on the customer company.
To relate items to a ticket
- In Related Items for the incident, work order, or change request, add a related item.
- Specify the related item type, such as Work Order, Incident, or Outage (for change requests).
When you relate an existing outage to a change request, some filters are applied by default. For example, the system searches for scheduled outages for CIs related to the change request. If you want to search for other outages or for all outages, uncheck the default filters and add new filters as needed.
- Specify search criteria and initiate the search.
You must specify some search criteria, such as a company name, status value, or keyword. To search for all records, enter the % wildcard character.
- Select related items and specify the relationship type.
To create a related item
- In Related Items for the incident, work order, problem, known error, or change request, create a related ticket, such as a Related Incident or Related Work Order. (For a change request, you can also create a Related Outage.)
A new ticket opens in draft mode with some information prepopulated from the original ticket. Outages created from change requests require specific information, as explained in Specifying an outage for a CI (in Working with profiles in Smart IT: People and CIs).
- Update the new item as needed and save it.
Relationships between the items appear in Related Items. The original ticket has a "Created" relationship that links to the new item, and the new item has a "Created by" relationship that links to the original ticket.