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 <shafq...@yahoo.com> To: arslist@ARSLIST.ORG Date: 03/12/2009 04:00 PM Subject: Relating Tickets in ITSM Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> 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. 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