Types of links

Find, Fill, and virtual join links are the basis for the most powerful features of Service Manager.

• The Find function uses the value of the field in which the cursor is placed to query for information based on data stored in existing records. Security parameters restrict a user’s access to the requested data. If information is found, a record list of matching configuration item (CI) records opens. If no information is found, a negative message opens.
• The Fill function selects information from existing records and copies it into the current record. For example, incident documents are populated with device information when a logical name (logical.name) is specified.
• The virtual join combines information from many files and presents the results on a single form. At the service desk, a vendor’s telephone number can display in an incident document without occupying any space in the actual record. The information presented does not reside in long-term memory and is another way of viewing Configuration Management data.

Linking ensures current and consistent data across all incident documents. A change to the original configuration item (CI) record automatically updates the incident document. Each time an incident document opens or updates, the applicable fields displaying linked data pick up the most recent Configuration Management data.

Important: Queries for Find, Fill and virtual joins are performed only when run on fields that have been set up as unique keys in the database dictionary record for the target files. These unique key definitions allow data to be stored using certain markers. Link queries need to locate these markers in order to retrieve the applicable data.

Search the Help for more information on setting up unique keys and other definitions in the database dictionary record.