Relating a ticket to a global record
A global record is an incident or problem that documents a root cause of many other issues or that documents something affecting many users. You can relate service requests, incidents and problems to a global record and manage them through the global record.
Procedure
- Display the ticket that you want to relate to the global record.
- Click on the available globe icon. It displays a dialog where you can relate this ticket to a global record.
- In the Related to Global ID field,
enter the identifier of the global record, or click the detail menu
to
select an option and retrieve a value. The class of the
global record is added in the Global Class field. - When the ticket is related to a global record, it is represented
by the
icon. - Click Save.