Linking to Related Items

You can relate different items to tickets using the Related Items tab. You can relate incidents, problems, RFCs, Service Requests and Knowledge Base articles. Correctly linking to other requests or articles is important for reporting and tracking purposes. For example, a bug may have a higher priority if it has many associated incidents. Linking requests together is also useful in reporting the worth of a system. For example, if the system is down for X minutes, how many incidents were logged against it.

If a ticket has been identified as an incident, a problem or requires a change to resolve an issue, the ticket can be promoted to an incident, problem, or change request. If you know the incident, service request, problem, or change request already exists, you can link to it. If you are unsure a ticket exists in the system, you can promote the ticket; in the process of promoting the ticket, you can search for an existing ticket.

Once you've linked to a problem, service request or change request, the status of the ticket is set to Pending Resolution or Pending Change. When the problem, service request or change request that you've linked to is resolved, ChangeGear automatically changes the status of the linked tickets to In-Progress.

Note: You can relate ticket types, (e.g., incident, problem, change, service request), that are not of the same type as the current ticket which you are adding Related Items. This behavior is the factory default and can be customized to allow same ticket types in the related Related Items tab.

To link to a related item:

  1. Open a ticket.

  2. Open Related Items tab.

  3. Click the Link button in the Related Items toolbar. The Link Item dialog displays.

  4. Click on the tab with the type of item to which you want to relate.

  5. Select an item and click Add. You can relate the incident to more than one item at a time.

  6. After you are finished adding items, click OK.

  7. Your ticket now shows related items in the tab.

To unlink a related item:

  1. Open a ticket.

  2. Open Related Items tab.

  3. Select the ticket you want to unlink.

  4. Click the Unlink button in the Related Items toolbar.

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