Relating records to a ticket
You can relate other tickets and work orders to an ticket on the Related Records tab. When you relate records on the Related Records tab, you create a relationship type of RELATED.
About this task
Procedure
- On the Related Records tab, in the Related Tickets table
window, use one or more of these methods to locate other tickets and
relate them to the current ticket:
To view and select similar tickets, select the Show Similar Tickets action. In the Similar Tickets dialog, check the boxes for the tickets that you want to relate to the current ticket, then click Relate Records.
To view and select problem records that are marked as known errors and that have the same classification as the current ticket, select the Show Known Errors action. Filter the results if needed. In the Known Errors dialog, check the boxes for the problems that you want to relate to the current ticket, then click Relate Records.
To select from a value list, click Select Ticket to display the Select Ticket dialog box. Select one or more ticket identifiers and click OK to add them to the table window.
To select a ticket with other options, click New Row. The Row Details open. In the Ticket field, enter a value or click the detail menu
to
select an option and retrieve a value. The system copies information
from the ticket to the row.
Relating a work order to a ticket
About this task
Procedure
- On the Related Records tab, in the Related Work Orders
table window, select one of the following choices:
To select from a value list, click Select Work Order to display the Select Work Order dialog box. Select one or more work order identifiers and click OK to add them to the table window.
To select a work order with other options, click New Row . The Row Details open. In the Work Order field, enter a value or click Detail Menu
to
select an option and retrieve a value. The system copies information
from the work order to the row.
- Click Save
.