Linking other Functionalities to the Ticket
It is possible to link other functionalities to the ticket, such as problems, change, project, and others to include more information when attending to the request.
Before getting started
To link, it is necessary:
To register previously the problem, change, release, configuration item, projects, knowledge;
In addition to the configuration of parameters 9, 23, 24, 25, 26, 27, 28, 72, and 385.
Procedure
- Access the functionality by the main menu Processes > Ticket Management > Ticket;
- To inform the ticket (request/incident) complementary data, check the option of capture or view;
- To link Sub-tickets, click on the toogle button (placed in the upper right side of the screen) and then on "Create sub-ticket" to create a new request, or click on "Create sub-ticket by copy" to register a new request with the same date of the original request;
- To link Related Tickets, click on the area of the same name, and then on "Search Ticket", press the request you want, and then on "Link Tickets".
- To link a configuration item of the requester, click on Requester CI and then on the icon "Link Configuration Item" to perform the operation;
- To link a Related Configuration Item, click on "Related CI" and then on "Search Configuration Item". Search for the item you want and then click on "Select";
🖊 Note: When a CI is linked to the ticket and it has a valid license, the user will be informed by the system before taking action.
7. To link a Project, click on the area with the same name and then in the field project. Link the item you want;
8. To view the periodic activities, click on Agenda;
9. To verify the e-mails received about the request, click on the area E-mail Reading and then "Verify E-mails". Note that the e-mail reading will be only used if the parameters are correctly configured;
10. To view the physical position of the attendant, click on Monitoring;
11. To link a Knowledge, click on the corresponding tab, in the "Search Knowledge" button , search and click on the knowledge you want to link it;
12. To link a Problem, click on the corresponding tab and link the item with the functionality you want. If you want to register a new item, click on "Problem Registration";
🖊 Note:
- When linking a problem to the ticket, the "Workaround" registered in them will be available in the ticket on the left side. When clicking on it, it will be possible to view each one of them in order to select the most suitable solution to the incident, click then on "Copy", the incident will automatically change the status to "Solved" and will complete the data of items "Cause Detail" and "Answer Solution" with the data registered in the problem that is linked.
- The "Cause Detail" will be completed with the data of "Root Cause" described in the problem linked, and the "Answer Solution" will be completed with the information inscribed in the "Workaround" you have chosen.
✅ Rule: When opening a service request, a certain amount of "Workarounds" may appear due to the following rules:
- workarounds related to the service request problems;
- workarounds linked to the business service problems of the request;
- workarounds related to problems that have the configuration item of this request.
13. To link a Change, click on the corresponding tab and link the item with the functionality you want. If you want to register a new item, click on "Change Registration";
14. To link a Release, click on the corresponding tab and link the item with the functionality you want. If you want to register a new item, click on "Release Registration".