Shafqat, I was not able to find any documentation, but here is what I found.
The following is for Incident/Problem management only, we do not have Change Management or knowledge installed and will vary depending on how you relate the incidents, via Incident Matching or the Relationship tab. Original of/Duplicate of - have work flow associated with them. Original of is the original incident, all others are Duplicate of. When a relationship is setup, the Original is left open and all duplicates are put into a pending status. When the original is resolved/closed, all duplicates are also resolved/closed with the same resolution and e-mail notices are sent. If the original is reopened, all duplicates are also reopened. The other relationship: Related to, Caused/Cause by, Resolved/Resolved by; do not have any workflow associated with them. John Shafqat Ayaz 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" > > -- ************************************************************************** John A. Underwood NDUS Help Center Project Manager IACC Rm. 206 NDSU/ITS Help Desk Manager & NDUS Help Desk Co-Manager 1320 Albrecht Blvd. Office: (701) 231-6109 Fargo, ND 58105 Cell: (701) 730-5337 e-mail: [email protected] Fax: (701) 231-8541 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
