1. You can relate a single or multiple tickets as the duplicates. 2. The duplIcates status is set to Pending, Status Reason to Pending Original Incident 3. Set the original to Resolved the Duplicates Status is set to Resolved and the Status reason is set to Resolved by Original Incident. Yes there is plenty of process that takes place. -----Original Message----- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 15 Feb 2007 1:25 PM Subject: Remedy ITSM 7.X Functional question - Setting Duplicate/Original Incident Relationship
** We are looking into moving to the new ITSM 7.X applications this year and using Incident Management for not just basic ticketing but to have the ability to mark an Incident as an "Original" (which is what you can do in ITSM 5.6 which is the version we are currently on) and marking ticket(s) as "Duplicate(s)". Looking at the Incident Management 7.X User guide I cant seem to determine what the system will do when an Incident ticket is related to a ticket as a "Duplicate". Does anyone know the extent of all the updates done to the ticket related as a "Duplicate" in ITSM 7.X and what other updates are performed to the "Duplicate" ticket when the "Original" ticket is updated. We unfortunately do not have a ITSM 7.X test environment set up yet to see what happens so any help you can provide in this is appreciated. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 __20060125_______________________This posting was submitted with HTML in it___ ________________________________________________________________________ Check out the new AOL. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
