16 Processes
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Incident and Request
Use
Linking other Functionalities to the icket
3min
It's possible to link other functionalities to the ticket, such as: Problems, Changes, Projects, and others to include more information when attending the request.
To link other functionalities, it is necessary:
To register previously the problem, change, release, configuration item, projects, knowledge;
In addition to the configuration of parameters 9, 23, 24, 25, 26, 27, 28, 72 and 385.
- Access the functionality by the main menu Processes > Ticket Management > Ticket;
- To check on the ticket’s (request/incident) complementary data, check the option of capture or view;
- To link Sub-tickets, click on the toggle button (placed in the upper right side of the screen) and then on "Create sub-ticket" to create a new request, or click on "Create sub-ticket by copy" to register a new request with the same date of the original request;
- To link Related Tickets, click on the area of same name, and then on "Search Ticket", press the request you want and then on "Link Tickets";
- To link a configuration item of the requester, click on Requester CI and then on the icon “Link configuration item”;
- To link a Related Configuration Item, click on "Related CI" and then on "Search Configuration Item". Search for the item you want and then click on "Select";
- To link a Project, click on the area with same name and then in the field project;
- To view the periodic activities, click on Agenda;
- To verify the e-mails received about the request, click on the area Email Reading and then "Verify e-mails". Note that the e-mail reading will be only used if the parameters are correctly configured;
- To view the physical position of the attendant, click on Monitoring;
- To link a Knowledge, click on the corresponding tab, in the button "Search Knowledge", search and click on the knowledge you want to link;
- To link a Problem, click on the corresponding tab and link the item with the pertinent existing Problem. If you want to register a new item, click on "Problem Registration";
- To link a Change, click on the corresponding tab and link the item with the pertinent available Change. If you want to register a new item, click on "Change Registration";
- To link a Release, click on the corresponding tab and link the item with the pertinent available Release. If you want to register a new item, click on "Release Registration".
