Related records in Service Desk

HPE Service Manager lists all related records for an interaction record in the Related Records section. All information is read-only, but you can click a record ID to view the related record. The related records are listed in alphabetic order by the record file name: Change (cm3r), Request (request), Incident (probsummary). Within each module, the records are sorted by ID number, in ascending order.

The Related Records section in Service Desk contains the following fields.

Field Description
ID The number of the related record in the database.
Type
  • Trigger To:

    The interaction is escalated to a different fulfillment process, such as Incident Management, Change Management, Request Fulfillment, and so on.

  • Fulfillment:

    When a service catalog or support catalog request (interaction) is submitted and approved, the fulfillment records are created accordingly.

Phase The current phase of the related record.
Status The current status of the related record.
Title The title of the related record.