Open a related record

You can open a Change Management change, Incident Management incident record, or Service Desk interaction from Request Management. The new record is related to an existing quote.

The following example opens an Incident Management incident record. The procedure is the same for opening other types of records.

To open a related record:

1. Click Request Management > Quotes > Quote Queue or Search Quotes to access an existing Request Management quote.

2. Add optional search criteria, and then click Search.

   A list of quote records opens.

3. Select a target record.

4. Click More or the More Actions icon, and then select Related > Incidents > Open.

   Service Manager creates a new incident record and automatically fills in the Incident ID and Title of the new record.

5. Fill in the required fields and the remainder of the incident record, as needed.

6. Click Save & Exit.

   Note: Depending on the information you provided in the new incident record, a list of potentially related incident records described below may or may not open. If the list does not appear, you will directly go to step 10.

7. A list of potentially related incident records opens. Browse through the related incident records list to see if you can associate the quote to an existing incident record.
8. If an existing incident record is related to the quote:
   1. Click to open this incident, and then click Edit.
   2. Click More or the More Actions icon, and select Related > Quotes > Associate, enter the current quote number and click OK. The quote is associated to the existing incident record.
   3. Click Save & Exit, and then Back twice. You are returned to the new incident record.
   4. Click Cancel to cancel opening the new incident. You are returned to the quote record, and the existing incident record displays in the Related Records section of the quote.
9. If none of the existing incident records is related to the quote, go to step 10.
10. Click Create New Incident.

    Note: Depending on the information you provided in the new incident record, a list of potentially related problem records described below may or may not open. If the list does not appear, step 11 is skipped and the new incident record is opened and associated to the quote.

11. A list of potentially related problem records opens. Browse through the related problem records list to see if you can associate the new incident to an existing problem record. Do one of the following:
    • If none of the problem records can be related, click Continue to continue with opening the new incident record. The new incident is opened, and the quote is associated to the new record.
    • If a problem record can be related, click the problem record, and then click link to link the problem record and continue to browse the other records; or click linkext to link the problem record and exit. The new incident is opened with the problem record linked to it, and the quote is associated to the new incident record.