Relations

To keep track of the relations between the records of each ITIL process, we recommend using the following types of relations: For "simple" ITIL, we recommend recording all relations as "related."

If you want to implement ITIL more consistently, we recommend using the following types of relations:

ITIL	Relation Type	Note
Incident - similar Incident (parent - child)	duplicated - duplicate	The first incident is marked as "duplicated". All other incidents related to the same fault are duplicated.
Incident - Problem/Known Error	related	An incident may occur to an existing problem. A problem can arise from an existing incident. For this reason, it is not appropriate to use "preceding - following".
Incident - Service Ticket	preceding - following	Service Ticket is created and based on an incident (SR handles the incident).
Incident - RFC (N:N) - RFC is triggered by an incident	preceding - following	RFC resolves an incident.
RFC - Incident (caused by)	preceding - following	Incident caused by a poorly executed change.
Problem - RFC	preceding - following	The problem is solved via an RFC.