Thank you John and Charles much appreciated shafqat
--- On Thu, 3/12/09, John Underwood <[email protected]> wrote: > From: John Underwood <[email protected]> > Subject: Re: Relating Tickets in ITSM > To: [email protected] > Date: Thursday, March 12, 2009, 9:46 PM > 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
