Relating a ticket to a global record
A global record is an incident or problem that documents a root cause of many other issues or that documents something affecting many users. You can relate service requests, incidents and problems to a global record and manage them through the global record.
- Display the ticket that you want to relate to the global record.
- Click on the available globe icon. It displays a dialog where you can relate this ticket to a global record.
In the Related to Global ID field, enter the identifier of the
global record, or click the Detail Menu icon to select an option and
retrieve a value.
The class of the global record is added in the Global Class field.
- Click Save.