How to relate incident records

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management records are often linked to one another because you cannot always resolve an issue without investigating its cause or putting changes in motion to avoid similar issues. Service Management lists related records in the Related records section of the incident form.

Click the Related records tab to display a list of related records that

depend on the current record
the current record depends on

In each section, the default sort order is first by record type, then by phase. You can click a column heading to reverse the sort order in any column.

Field	Description
ID	The identifier of the record. Click the ID value to link to the record.
Title or Name	A short description provided by the end user.
Phase	The current phase of the current record in the workflow.
Priority	The priority is a value based on urgency and business impact values.

In the appropriate section, do one of the following:

Click Add to create a relationship between the current record and another record.

The Add related record dialog box opens, displaying a list of potential related records. If you select an individual record, Service Management displays the contents of that record in the right pane.
- To search for more records, use the Search box at the top of the dialog box.
- Find the record that you want to link, and click OK to create the relationship.
Click Remove to delete the relationship between the current record and the selected record. Click OK to confirm the action.

Note This action removes the relationship between the two records only. It does not delete either record.