Thank you Tony this is great. shafqat
--- On Fri, 3/13/09, Tony Worthington <[email protected]> wrote: > From: Tony Worthington <[email protected]> > Subject: Re: Relating Tickets in ITSM > To: [email protected] > Date: Friday, March 13, 2009, 12:52 PM > There was a KB article I stumbled across a while ago -- > KM-000010044131 > > I saved it into a word doc for future reference: > > ---------------------------------------------- > > Problem > Understanding the Incident to Incident Relationship > Environment > Solution > Duplicate of > Original of > Related to > Caused > Caused by > Resolved > Resolved by > ++++++++++++++++++++++++++++++++++++++++++ > Duplicate of > You can relate an incident to another as a duplicate. The > original > incident resolves all of its duplicates. When someone > resolves or closes > the original incident, its Operational and Product > Categorizations and > Resolution fields are copied to the related duplicates, > marking them with > a status of Resolved. > As you are creating a new case or reviewing an existing > incident, you can > see if it is a duplicate of an existing incident. Duplicate > incidents have > matching Category, Type, and Item fields, as well as > similar Description > and Summary fields. For example, you create an incident for > a requester > who has not received external email for the past hour. > Because this might > be a more widespread problem, you decide to look for > possible duplicate > incident. You look for a recent incident that might be > reporting the same > problem. > When you check the incident details of a recent incident, > you discover > that a incident submitted by another requester also reports > the external > email problem. In this situation, you would mark the most > recent incident > as a duplicate of the original incident. > Once you mark the incident as a duplicate, you cannot > update it. When the > original incident is resolved, the duplicate is > automatically resolved. If > you have erroneously marked a incident as duplicate, you > can remove the > duplicate incident. This enables you to update and resolve > the original > case. > > Original Of > Alternatively, click Mark Selected Incident as Original to > make the > selected request the original of the current incident. The > incident is > marked as the original, and added to the Current Original > Incident list. > The request that you have open is marked as a duplicate, > and the upper > region of the form displays the message "This is a > duplicate incident." > If the current incident is the original incident, which the > selected > incident duplicates, from the Relationship Type list, > select Original of. > The two incidents are related as duplicate and original. > The status of the > duplicate incident is > Pending, with a status reason of Pending Original Incident. > > > Related of > Incident can affect, and can be affected by, change > requests and assets. > Incident Management enables you to create relationships > between incident > and change requests or asset records. > For example, several Incidents have been submitted about > insufficient > computer memory, and a change request has already been > created to upgrade > memory in everyone's computers. The Incidents can be > related to the change > request. The asset could also be related to the change > request for the > memory. > When working with a Incident, you can relate it to other > cases, to > change requests, or to asset records: > > Cause by > When a new incident is created, it is designated as an > incident by > default. If an incident cannot be resolved, or appears to > have underlying > causes that > need to be investigated, you can create a new case > designated as a > problem. > As you work through the case to identify possible causes of > the stated > problem, you might find other cases that have some > similarities to the > case > you are working on. You can relate these incident cases to > this problem > case. > Following can be possible relation > 1) Incident to Incident: > You might need to create related incidents that address > similar issues. A > set of related incidents can result from many similar > issues reported to > the incident management by different requesters. A set of > related cases > can also result from a single problem that encompasses > several issues, > which span multiple, second-level support technicians. > 2) Incident to Configuration Item. > When you work with a incident, you might need to work with > a related CI > record. For example, if you are working on an incident > involving a > monitor, you might need to assign another monitor > temporarily. You might > want to relate the incident to the monitor to supplement > the CI record. > 3) Infrastructure Change > An incident can be related to a change request. For > example, if change > requests for a server upgrade results in connection > problems for the > people affected by the change, you can relate their > incidents to the > server upgrade change request as you open the incidents. > 4) CI Unavailability -> self explanatory > 5) Solution database -> self explanatory > 6) Know Error -> self explanatory > 7) Problem Investigation -> self explanatory > > > Note: we don't have any documents that descript the > above mention terms in > details. However from the user guide and concept guide of > service desk > application you will get more information about this > > ---------------------------------------------- > > Hth, > > Tony > > > > > From: > Shafqat Ayaz <[email protected]> > To: > [email protected] > Date: > 03/12/2009 04:00 PM > Subject: > Relating Tickets in ITSM > Sent by: > "Action Request System discussion list(ARSList)" > <[email protected]> > > > > 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" > > > ********************************************************************** > CONFIDENTIALITY NOTICE: > This is a transmission from Kohl's Department Stores, > Inc. > and may contain information which is confidential and > proprietary. > If you are not the addressee, any disclosure, copying or > distribution or use of the contents of this message is > expressly prohibited. > If you have received this transmission in error, please > destroy it and notify us immediately at 262-703-7000. > > CAUTION: > Internet and e-mail communications are Kohl's property > and Kohl's reserves the right to retrieve and read any > message created, sent and received. 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