How to relate change 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 complete a change without investigating incidents or their causes, or putting other changes in motion. Service Management lists related records in a separate tab on the change form.

The Related records tab enables you to review, create, and delete relationships among Service Management records. The bracketed number in the tab label displays the number of related records for the current record. There are three types of related records:

Causes of the record are other changes, incidents, or problems that triggered the current record.

Example: an employee requests a certain change to an email account. The request triggered an incident because there is an email server outage. You cannot complete the change until the incident status is closed.

Effects of the record are other changes, incidents, or problems that are the result of the current record.

Example: the incident to repair the email server outage generates a problem record because this is a recurring outage that requires investigation. The problem resolution requires finding the root cause for the outage. When the outage is resolved, the incident is resolved. When the incident is resolved, the change request can be resolved.

Projects and programs related to the record are those records that were created by using the current record to provide information.

Resolving a request for change, an incident, or a problem can also involve hardware or software acquisition, or even require a new service to be available. Service Management also enables you to link asset records to changes, incidents, or problems.

To relate records:

Click the Related records tab to display a list of related records that are the causes of the current record, the effects of the current record, or projects and programs that are related to the current record.

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.
Active	Indicates if the related record is active.

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 appears. The dialog box displays a list of potential related records. If you select an individual record, Service Management displays the contents of that record in the right pane.
- If you want to search for more records, you can use the Search box at the top of the dialog box.
- Find each record that you want to link, and click Add to select it.
- When you have selected all the records that you want to link, click OK.
- Click Save on the toolbar.
Click Remove to delete the relationship between the current record and the selected record.
- Click OK to confirm the action.
- Click Save on the toolbar.
Note This action removes the relationship only. It does not delete either record.