BMC ITSM7 Incident to Incident Relationship Create VERSION 1


A proper relationship between two Incidents within ITSM is to have two relationships, Ticket 1 to Ticket 2, and Ticket 2 to Ticket 1. Use two task nodes for this, as the input parameter values are switched between the two HPD:Associations records.

The following data is used to create the 'HPD:Associations' record:

  • References the summary field values for the identified tickets from the HPD:Help Desk form.

    • 'Request Description01' => Value returned by the lookup of the summary description of Incident Number 1
  • Maps the following field values of the HPD_Associations form to the field values provided:

    • 'Form Name01' => 'HPD:Help Desk'

    • 'Form Name02' => 'HPD:Help Desk'

    • 'Request Type01' => 'Incident'

  • Maps the following field values to the values of the specified parameters:

    • 'Request ID01' => "Incident Number 1"

    • 'Request ID02' => "Incident Number 2"

    • 'Association Type01' => "Association Type"


Parameters

NameDescription
Incident Number 1:The incident number for one side of the relationship.
Incident Number 2:The incident number for the other sise of the relationship.
Association type:The type of relationship being created.
Submitters Login ID:The Remedy login ID of the user to identify as the submitter of the relationship.

Sample Configuration

NameDescription
Incident Number 1:
Incident Number 2:
Association type:
Submitters Login ID:

Results

NameSample Result
Association ID
Associations ID

Changelog

No Changelog Available.