This documentation supports the 1.5 version of Remedy with Smart IT.

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

Relating items to the current ticket

From the Related Items tab, you can relate an existing ticket or asset to the current ticket, or create a new ticket and relate it 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 the Related Items tab 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 an asset" in Creating and updating assets in Smart IT, and Creating and managing change requests using Smart IT.

When relating existing tickets for example, you relate an incident ticket to another incident ticket, you must specify the relationship type such as, Caused by, Duplicate of, and so on. The related tickets are added under the Related items tab on the ticket profile. These related tickets are intended to provide more details about the issue described in the ticket.

On the Resources tab of the ticket profile, you can also pin the ticket with other tickets. In this case, the tickets are related to each other, and are used to diagnose and resolve the issue.

View a quick video on relating tickets in Smart IT

https://youtu.be/A1Ztvfey6p0

To relate items to a ticket

  1. In Related Items for the incident, work order, or change request, add a related item.
  2. 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.
  3. 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.

  4. Select related items and specify the relationship type.
  5. Save.

To create a related item

  1. 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 people profiles in Smart IT.
  2. 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.

Information copied to a related ticket

The following minimum information is copied to the related incident, problem, known error, work order, or change request:

  • Customer and Customer Company
  • Summary
  • Notes
  • Affected Service
  • Priority

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. 

Notes

  • 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 create a related knowledge article

In addition to creating related items, you can also create related knowledge articles. You can create related knowledge articles from incidents, work orders, problem investigations, and known errors. In the related article, important information is prepopulated in the article content and metadata.

  1. Use one of the following methods to navigate to the option to create a related knowledge article.
    • On the Resources tab of the ticket, under Recommended Knowledge, click Search for knowledge resources and then click Create a new article
    • Open the ticket, and click the Related Items tab. Click +Create > Related Knowledge Article.
  2. On the Create Knowledge page, select an article template.
  3. After you preview the selected template, click Use selected Template.
  4. Review the information that is prepopulated into the article, and add more content as required.
  5. Click Submit Changes.

When the article is created, it is pinned to that ticket in the Resources tab under Recommended Knowledge. Note that the article is not listed in the Related items tab of the ticket.

Information copied to a related knowledge article

When you create a related knowledge article, the following information is copied from tickets to knowledge article:

 Information copied from incident and work order to knowledge article

The following information is copied from incident and work order to knowledge article templates.

Information copied from Incident and Work orderInformation copied to Knowledge article
How To template
SummaryTitle
DescriptionQuestion
Resolution*Answer
Problem Solution template
SummaryTitle
DescriptionProblem
Resolution*Solution
Known Error template
SummaryTitle
DescriptionError
Resolution*workaround
Reference template
SummaryTitle
KCS template
SummaryTitle
Description and Resolution*Problem

* The Resolution field is available only on the incident profile.

If you have created custom knowledge article templates, the text in the Description and Resolution fields of the incident is copied, with a line break, to the first field of the custom template. Because work order tickets do not have the Resolution field, only the text in the Description field is copied to the first field of the custom template.

The following information is copied from incident and work order to the knowledge article metadata:

Information copied fromInformation copied to
IncidentWork orderKnowledge article metadata
Location companyLocation companyCompany
Affected serviceAffected serviceBusiness service
Operational category Tier 1, 2, & 3Operational category Tier 1, 2, & 3Operational category
  • Product category Tier 1, 2, & 3
  • Product name
  • Model/Version
  • Product category Tier 1, 2, & 3
  • Product name
  • Model/Version
Product category
NA

Location site:

  • Region
  • Site group
  • Site
Site


 Information copied from problem investigation and known error to knowledge article

The following information is copied from problem investigation and known error to knowledge article templates.

Information copied from Problem investigation and Known errorInformation copied to Knowledge article
Known Error template
SummaryTitle
NotesError
Root CauseRoot Cause
Workaround and ResolutionWorkaround/Fix
KCS template
SummaryTitle
Description, Workaround and ResolutionProblem
All types of Knowledge article templates
SummaryTitle

In all other types of knowledge article templates including custom knowledge templates, the text in the Notes, Resolution, and Workaround fields of the problem investigation and known error is copied, with a line break, to the first field of the custom knowledge article template.

The following information is copied from problem investigation and known error record to the article metadata:

Information copied fromInformation copied to
Problem investigationKnown errorKnowledge article metadata
Location companyLocation companyCompany
Affected serviceAffected serviceBusiness service
Operational category Tier 1, 2, & 3Operational category Tier 1, 2, & 3Operational category
  • Product category Tier 1, 2, & 3
  • Product name
  • Model/Version
  • Product category Tier 1, 2, & 3
  • Product name
  • Model/Version
Product category

Impacted area details

Note: If there are multiple impacted areas,
the values are not added to the Site/Organization

NA

Site/Organization

The following default values are prepopulated in the knowledge article:

  • Author: Logged in user (assuming correct permissions and functional roles)
  • Language: Language of the logged in user

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Comments

  1. Stephen Lumini

     You are missing a very important method of relating tickets!  As a replacement for the "Related To", Smart IT allows the user to click on a Recommended Ticket under Resources, and set it to Save as Resource:

     

     

    Mar 16, 2017 09:42