Relating tickets with the same classification

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To track tickets for similar items, you can create relationships between tickets that have the same classification. For example, you might want to relate all incidents for a particular type of pump. You can review all of the related tickets in one window. You can also search for potential duplicate tickets.

About this task

After you begin this task, the application displays tickets that have the same classification as the current ticket. Only tickets that meet the following conditions display:
  • The displayed tickets have the same classification value as the current ticket.
  • The displayed tickets are not closed.
  • If the current ticket is a worldwide ticket, the displayed tickets are not worldwide tickets, and they are not related to regional, local, or global tickets.
  • If the current ticket is a global ticket, the displayed tickets are not global tickets, and they are not related to regional or local tickets.
  • If the current ticket is a regional ticket, the displayed tickets are not regional tickets, and they are not related to global or local tickets.
  • If the current ticket is a local ticket, the displayed tickets are not local tickets, and they are not related to global or regional tickets.

Procedure

  1. In the ticket application, display the ticket that you want to relate to other tickets with the same classification.
  2. From the More Actions menu, select Show Similar Tickets.
  3. Select the displayed tickets that you want to relate to the current ticket.
  4. In the Show Similar Tickets window, relate the selected tickets to the current ticket:
    • If the current ticket is not a worldwide, global, regional, or local ticket, click Relate Records.
    • If the current ticket is a worldwide ticket and you want to create a relationship for information purposes only, click Relate Records.
    • If the current ticket is a global ticket and you want to create a relationship for information purposes only, click Relate Records.
    • If the current ticket is a worldwide ticket and you want to manage the selected tickets through the current ticket, click Relate Records to Global Issue.
    • If the current ticket is a regional ticket, you can click Relate Records or Relate Records to Regional Issue. Both actions create a relationship for information purposes only. The former action assigns a RELATED relationship type to the related ticket. The latter action assigns a RELATEDTOREGIONAL relationship type to the related ticket.
    • If the current ticket is a local ticket, you can click Relate Records or Relate Records to Local Issue. Both actions create a relationship for information purposes only. The former action assigns a RELATED relationship type to the related ticket. The latter action assigns a RELATEDTOLOCAL relationship type to the related ticket.
  5. Save the current ticket.