Ticket Tier Description Requirement Typically the base activity or state as it relates to the Product 1 Required categorization. 2 Typically the modifier that relates to tier 1. Required 6.0 Description Entering Incident Relationship Information To correctly record relationships with other Incidents, Configuration Items (CI) and other Purpose request types. Relationship Description Type The primary Incident in the Incident to Incident relationship. This Incident is the one Original of that gets updated (worked). Resolving the Original of Incident will resolve all linked Incidents The Incident that is related to the primary (Original of) incident. This Incident will get its Duplicate of resolution from the primary (Original of) Incident. The Incident is NOT a duplicate, but has a dependency with other Incidents. This Related to Incident and the related Incident need to be resolved independently. An asset that has been identified as being involved in the Incident or Request. My computer system is running slow! Configuration when to relate I would like to increase the memory on my computer Item (CI) Examples system! when NOT to Please reset my email password! relate I can’t login to file system xyz! General Procedures: Click on the tab to view current related items or to add new related items. Relationships From the Request Type drop-down list, select the type of relationship record you wish to create. Request Type: Defines the type of relationship the current incident will have with an additional database item. Items in the database include but are not limited to: Incidents, Configuration Items (CI), CI Unavailability, Infrastructure Change, Problem Investigation, and Solution Database. Click the Search button to bring up the search dialog box. Request Type The dialog box fields will vary with the type of record you have chosen from the drop-down list. On the dialog box Search tab; Search Criteria Enter key attribute/s of the database item you are looking to find. Adding more key attributes to the search criteria will reduce the number of returned records. Click on the Search button to execute the search criteria.
Tier Description Ticket Requirement 1 Typically the base activity or state as it relates to the Product categorization. Required 2 Typically the modifier that relates to tier 1. Required 6.0 Description Entering Incident Relationship Information Purpose To correctly record relationships with other Incidents, Configuration Items (CI) and other request types. Relationship Type Description Original of The primary Incident in the Incident to Incident relationship. This Incident is the one that gets updated (worked). Resolving the Original of Incident will resolve all linked Incidents Duplicate of The Incident that is related to the primary (Original of) incident. This Incident will get its resolution from the primary (Original of) Incident. Related to The Incident is NOT a duplicate, but has a dependency with other Incidents. This Incident and the related Incident need to be resolved independently. An asset that has been identified as being involved in the Incident or Request. Configuration Item (CI) Examples when to relate My computer system is running slow! I would like to increase the memory on my computer system! when NOT to relate Please reset my email password! I can’t login to file system xyz! General Procedures: Click on the Relationships tab to view current related items or to add new related items. From the Request Type drop-down list, select the type of relationship record you wish to create. Request Type: Defines the type of relationship the current incident will have with an additional database item. Items in the database include but are not limited to: Incidents, Configuration Items (CI), CI Unavailability, Infrastructure Change, Problem Investigation, and Solution Database. Click the Search button to bring up the search dialog box. The dialog box fields will vary with the type of record you have chosen from the Request Type drop-down list. On the Search Criteria dialog box Search tab; Enter key attribute/s of the database item you are looking to find. Adding more key attributes to the search criteria will reduce the number of returned records. Click on the Search button to execute the search criteria.