Understanding the Incident to Incident Relationships Duplicate of Original of Related to Caused Caused by Resolved Resolved by |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. Duplicate of:
You can relate an incident to another as a duplicate. The original incident resolves all of its duplicates. When someone resolves or closes the original incident, its Operational and Product Categorizations and Resolution fields are copied to the related duplicates, marking them with a status of Resolved. *** WORKFLOW ***
As you are creating a new case or reviewing an existing incident, you can see if it is a duplicate of an existing incident. Duplicate incidents have matching Category, Type, and Item fields, as well as similar Description and Summary fields.
For example:
--------------------- You create an incident for a requester who has not received external email for the past hour. Because this might be a more widespread problem, you decide to look for possible duplicate incident. You look for a recent incident that might be reporting the same problem. When you check the incident details of a recent incident, you discover that a incident submitted by another requester also reports the external email problem. In this situation, you would mark the most recent incident as a duplicate of the original incident.
--------------------- Once you mark the incident as a duplicate, you cannot update it. When the original incident is resolved, the duplicate is automatically resolved. If you have erroneously marked a incident as duplicate, you can remove the duplicate incident. This enables you to update and resolve the original case.
Original Of:
Alternatively, click Mark Selected Incident as Original to make the selected request the original of the current incident. The incident is marked as the original, and added to the Current Original Incident list. The request that you have open is marked as a duplicate, and the upper region of the form displays the message "This is a duplicate incident."
If the current incident is the original incident, which the selected incident duplicates, from the Relationship Type list, select Original of.
The two incidents are related as duplicate and original. The status of the duplicate incident is
Pending, with a status reason of Pending Original Incident.
Related to:
Incident can affect, and can be affected by, change requests and assets.
Incident Management enables you to create relationships between incident and change requests or asset records.
For example:
-------------------- Several Incidents have been submitted about insufficient computer memory, and a change request has already been created to upgrade memory in everyone's computers. The Incidents can be related to the change request. The asset could also be related to the change request for the memory. -------------------- When working with a Incident, you can relate it to other cases, to change requests, or to asset records.
Caused by:
When a new incident is created, it is designated as an incident by default. If an incident cannot be resolved, or appears to have underlying causes that need to be investigated, you can create a new case designated as a problem.
For example:
-------------------- End User submitted tickets are classed as Incidents to report a problem of some kind - let's say System A. The Administrator of System A agrees that a potential defect exists with System A, so a Problem case is opened. One defect can have many reported tickets related to it, so the relationship between a Problem Case and an Incident is 1 to Many.
-------------------- As you work through the Incident to identify possible causes of the stated problem, you might find other Incidents that have some similarities to the case you are working on. You can relate these incident cases to the Problem case (relationship between a Problem Case and an Incident is 1 to Many).
The following can be possible relations:
1) Incident to Incident:
You might need to create related incidents that address similar issues. A set of related incidents can result from many similar issues reported to the incident management by different requesters. A set of related cases can also result from a single problem that encompasses several issues, which span multiple, second-level support technicians.
2) Incident to Configuration Item.
When you work with a incident, you might need to work with a related CI record. For example, if you are working on an incident involving a monitor, you might need to assign another monitor temporarily. You might want to relate the incident to the monitor to supplement the CI record.
3) Infrastructure Change
An incident can be related to a change request. For example, if change requests for a server upgrade results in connection problems for the people affected by the change, you can relate their incidents to the server upgrade change request as you open the incidents.
4) CI Unavailability -> self explanatory
5) Solution database -> self explanatory
6) Known Error -> self explanatory
7) Problem Investigation -> self explanatory
Note: we don't have any documents that describe the above mention terms in detail. However, from the user guide and concept guide of service desk application you will get more information about this
These relationship types definition can be found at our product document site below. Incident Relationship Types |