Managing the relationship between change requests and incidents

In BMC Helix ITSM you can perform certain tasks when working with incidents related to change requests. 


To define an incident related to a change request

  1. Open the change request.
  2. Click on the Related items tab.
  3. Select Create related > Incident.
    image-2023-5-8_11-6-9.png
  4. Enter the values in the incident.
  5. Click Save.

To relate an incident to a change request

  1. Open the change request.
  2. Click on the Related items tab.
  3. Select Relate existing item > Incident.
  4. In Relate items, search for the required incident.
  5. Select the incident.
  6. From the Relationship type, select the value that relates the incident to the change request.
    For example, if the incident was caused by a change that was introduced by a change request, select Caused or if the change resolves the incident, select Corrects.
  7. Click Save.

To unrelate an incident from a change request

  1. Open the change request.
  2. Click on the Related items tab.
  3. select the incident record that you want to unrelate.
  4. click Delete. 
  5. Click Yes on the Confirmation Dialog box.



Instructions for classic interfaces

View instructions for classic Smart IT

To define an incident related to a change request

  1. Open the change request.
  2. Click on the Related Items tab.
  3. Select Create > Related Incident.
  4. Enter the values in the incident.
  5. Click Save.

To relate an incident to a change request

  1. Open the change request.
  2. Select Related Items > Relate Existing Item.
  3. In Relate Items, from Item Type, select Incident.
  4. Search for the required incident, and select the required record.
  5. From the Relationship type, select the value that relates the incident to the change request.
    For example, if the incident was caused by a change that was introduced by a change request, select Caused or if the change resolves the incident, select Corrects.
  6. Click Save.

To unrelate an incident from a change request

  1. Open the change request.
  2. Click on the Related Items tab.
  3. Select the incident record that you want to unrelate, click image-2023-5-8_13-49-6.pngRemove.
  4. Click Yes on the dialog box.
View instructions for Mid Tier

To define an incident related to a change request

  1. On the Relationships tab of the Change form, select the entry for which you want to define an incident.
  2. In the Request Type field, select Incident, and then click Create.
  3. On the Incident form, define the incident.
    For more information, see Registering incident requests .
  4. Save the incident and the change request.
  5. Refresh the Related Items table to view the incident.

To relate an incident to a change request

  1. On the Relationships tab of the Change form, select the entry that you want to relate to a change request.

    image2020-8-24_13-56-36.png

  2. In the Request Type field, select Incident, and then click Search.
  3. From the search results, select the incident to relate to the change request.

    image2020-8-24_14-40-35.png

  4. Select a Relationship Type option that specifies how to relate the incident to the change request, and then click Relate.

To unrelate an incident from a change request

  1. On the Relationships tab of the Change form, select the entry to relate or unrelate a change request.
  2. In the Show Related field, select Incident.

    image2020-8-24_13-52-56.png

  3. Select the incident to relate or unrelate, and then click Remove.
  4. Save the change request.

 

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