Related records
A ticket or work order can be related to other tickets and work orders in several ways. You can create these relationships for informational purposes, or the system can create relationships when you take certain actions.
Informally related tickets and work orders
You can relate two tickets or a ticket and a work order for reference or information only. This type of a relationship is informal. It provides no status inheritance or other type of link. Linking records informally lets agents navigate to related records, view related information for similar records, and view open tickets associated with a field.
You can view similar records and relate them informally to the current record in several ways:
- Use the Related Records tab of the application.
- Use the Show Similar Tickets action or the Show Known Errors action in a ticket application.
- Select an action from the Details Menu next to certain fields on the main tab of a ticket or work order application: work order applications include Work Order Tracking, Changes, Releases, and Activities and Tasks. The following table lists the field names and Details Menu actions that display related records.
| Field name | Details Menu action |
|---|---|
| Reported By | View Tickets and WOs |
| Name (Reported By user) | View Tickets and WOs |
| Affected By | View Tickets and WOs |
| Name (Affected By user) | View Tickets and WOs |
| Service Group | View Related Records for Service Group |
| Service | View Related Records for Service |
| Asset | View Work Details |
| Location | View Work Details |
| Configuration Item | View Work Details |
- The View Tickets and WOs Details Menu action is available only in the ticket applications.
- The field from which you select the action to launch the dialog determines the results set. For example, if you launch the action from the Reported By field, the system displays all of the tickets and work orders associated with the Reported by user.
Follow-up tickets and work orders
You can relate tickets or work orders to a ticket record more directly when you create a FOLLOW-UP record from the ticket using one of the Create actions. A follow-up record can be a ticket or a work order. In some cases, a follow-up ticket or work order drives the status of its originating ticket. An originating ticket can not change the status of a follow-up work order. A follow-up ticket cannot change the status of an originating ticket if there is more than one follow-up. These options are configured by the system administrator.
Globally related tickets
A global ticket is an incident or problem which describes an issue that affects many users. You can relate any type of ticket, including service requests, to a global incident or problem ticket. The relationship you create is called a RELATEDTOGLOBAL relationship.
This relationship lets you manage all related tickets through the global ticket. If you change the status of the global ticket, the system changes the status of all globally related tickets. In addition, if your administrator has set up automated notifications of status changes, the system changes the status of the tickets related to the global issue. For example, all of the initial requestors reporting the same issue are notified of its resolution. On the global ticket, you can also view a list of related records and view the work and communication logs for all related records.