The View Related Records for Service dialog box lets you view all of the records that are associated with the service field in the current record. You can access the View Records for Service dialog box from more than one application.
By default, the system does not display history records. However, your system administrator can change this setting.
If appropriate, you can relate any of the tickets and work orders to the current record. If the current record is a global issue, you can relate the tickets to the global issue. The word “tickets” is a generic term for service requests, incidents, and problems.
Display the record for which you want to view associated records.
Click Detail Menu next to the Service field.
Select View Related Records for Service.
Note: If the field is null, the option is unavailable.
The system displays the View Related Records for Service dialog box
Click one of the following tabs to see a list of those record types associated with the service:
Tickets
Work Orders
Assets and Locations
Asset Types
Service Level Agreements
Contracts
Configuration Items
Offerings (only available if you have installed Service Request Manager)
Service Fulfillment (only available if you have installed Service Request Manager)
If column headings are underlined, you can sort column information by clicking the headings. You can also filter the display on each tab by clicking Filter .
To view more details of a record, click Detail Menu next to its identifier. The system opens that record in its application.
When you have finished viewing the records, click OK to close the dialog box.
Complete steps 1 through 3 (above) to list the records associated with the service.
On the Tickets tab, select the check box next to each ticket that you want to relate to the current record.
Complete one of the following options to relate the selected tickets to the current record:
If the current record that you want to relate tickets to is a global ticket, you can relate those tickets to the global issue. To do so, click Relate Records to Global Issue. (This button appears only if the current ticket is a global ticket.) Relating tickets to a global issue establishes a RELATEDTOGLOBAL relationship between the tickets.
Click Relate Records. Relating records establishes a RELATED relationship between the records.
On the Work Orders tab, click the check box next to each work order that you want to relate to the current record, and then click Relate Records. Relating records establishes a RELATED relationship between the records.
Click OK. The system relates the records and closes the dialog box.
Note: To view the relationship between records, or to break the relationship, use the Related Records tab of the application.