Relating items to the current work order

From the Related Items tab, you can relate an existing work order to the current work order, or create a new work order and relate it to the current work order. For example, you can create a work order 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.

To relate items to a work order

On the Related Items tab for work order, add a related item.
Specify the related item type as Work Order.
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.
Click Save.

The related items are displayed on the Related Items tab. You can view only those items to which you have access.

All related tickets are shown on the Related items tab. However, if you click a work order to which you do not have access, an error is displayed.

To relate configuration items to a work order

For work orders, an asset is referred to as a configuration item (CI). Use the Configuration items tab to view related CIs or to add new ones.

On the Configuration items tab, add a related configuration item.
Specify search criteria and initiate the search.
You can search multiple configuration items (CI) at the same time by entering comma-separated CI names in the search box.
Important
While searching for CIs, you must enter at least three characters in the search box to find matching results. There is no limit for the number of CIs that you can search using comma-separated CI names.
Select related CIs and specify the relationship type.
Based on the requirement, you can select all CIs listed in all pages of the search result.
Click Save.

To create a related item for a work order

On the Related Items tab for the work order, create a Related Work Order.
A new work order opens in draft mode with some information pre-populated from the original work order.
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 work order.
When you relate an existing work order as a duplicate, you can select multiple work orders but on clicking Save, you are asked to specify an work order only.

Information copied to a related work order

The following minimum information is copied to the related work order:

Customer and Customer Company
Summary
Notes
Affected Service
Priority

The following additional information is copied only to related work orders:

Contact and Contact Company

Categorization (including Product and Operational Categorization, Location Company)—Copied from a work order to a work order.

Important

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.

Instructions for classic interfaces

View instructions for Mid Tier

You can add, view, and manage the service requests that are related to a work order from the Relationship tab of the Work Order form. The Relationships tab on the Work Order form includes a table that lists all service requests that are related to the selected work order. However, if the BMC Helix ITSM fulfillment applications are installed on a remote computer, the work order status information is not available in the table.

Important

You can relate a CI to a work order from a work order form, but you cannot relate the a work order to a CI from the CI form.
After adding records to a work order, if you do not save the work order, or if the work order is not created due to other issues, the records related to the work order are not deleted. These records are saved as orphaned records in the system. However, the escalation INT:FNDWOI:CLN:DelWOIAssoc, which runs every 24 hours, deletes any tasks that are in inactive state longer than a defined retention period, and do not have any parent work order associated with it.

To relate work orders to other fulfillment records

On the IT Home Page, select Service Request Management > Search Work Order, and click Search.
Select the work order, and click the Relationships tab.
From the list of records, select the type of record to which you want to relate the current record.
If you want to create a new work order by using a template and then define the relationship, you must first apply the template to create the work order and then define the relationship.
In the search window for the request type, enter a string in the Search field, and click the Search icon .
The search fields that are displayed can vary depending on the type of record that you chose in the Search list.
In the search results table, select the record to relate to the work order.
From the Select a Relationship Type list at the bottom of the search dialog box, select Related to, and click Relate.

To view related work orders

On the Relationships tab, select a related work order in the table.
Click the View icon.
The related work orders appear on the Work Order form.
To return to the current work order, click on the work order number listed in the path of links ("bread crumbs") at the top of the form.

To view and manage relationships with other fulfillment records

To view a related fulfillment record, such as an incident record, select it in the Relationships table, and click the View icon.
To remove a relationship, select the service request in the Relationships table, and click the Remove icon .

Tip

To restrict the number of requests that appear in the table, select the request type in the Show Related field.