Shafqat, I have not been able to find any documentation either, but I have done some testing. The important info is which settings cause workflow to fire. Here is what I have found:
Duplicate of / Original of -- These work together in a parent/child sort-of relationship. The "original" is managed and resolved normally. The "duplicates" are all resolved through workflow when the original is resolved. Related to - Informational. No workflow fires that I could tell. Resolved / Resolved by - Informational. Caused / Caused by - Informational. So the informational relationships can have whatever definition makes sense to your customer. I only did Incident-Incident relationship testing. Incident-<other> relationships share some of the same types and may drive workflow in those cases. I'd be interested in knowing other test results in those areas. Regards, Chuck Baldi On Thu, Mar 12, 2009 at 4:59 PM, Shafqat Ayaz <[email protected]> wrote: > Hi All > i am trying to find some documentation which describes how ITSM handles > ticket relationship. For example when relating a ticket/Incident, what does > it mean > > the relationship is > > A Duplicate of > Related to > Caused > Caused By > > is there any documentation that describes these relationships? if so, where > do i find it. > > Many thanks > > ITSM 7 > > Thanks > > Shafqat Ayaz > > > > > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
