Tickets in ITSM
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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
Thank you Tony this is great.
shafqat
--- On Fri, 3/13/09, Tony Worthington tony.worthing...@kohls.com wrote:
From: Tony Worthington tony.worthing...@kohls.com
Subject: Re: Relating Tickets in ITSM
To: arslist@ARSLIST.ORG
Date: Friday, March 13, 2009, 12:52 PM
There was a KB article I
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
Shafqat,
I have not been able to find any documentation either, but I have done some
testing. The important info is which settings cause workflow to fire. Here
is what I have found:
Duplicate of / Original of -- These work together in a parent/child sort-of
relationship. The original is
Shafqat,
I was not able to find any documentation, but here is what I found.
The following is for Incident/Problem management only, we do not have
Change Management or knowledge installed and will vary depending on how
you relate the incidents, via Incident Matching or the Relationship tab.
Thank you John and Charles
much appreciated
shafqat
--- On Thu, 3/12/09, John Underwood john.underw...@ndsu.edu wrote:
From: John Underwood john.underw...@ndsu.edu
Subject: Re: Relating Tickets in ITSM
To: arslist@ARSLIST.ORG
Date: Thursday, March 12, 2009, 9:46 PM
Shafqat,
I
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