Links between tickets
Ticket links to other tickets are shown on the Ticket page - Links tab. You can also view the links directly in the tickets table.
Types of links
| Link type | Link meaning |
|---|---|
Relates to
| For example, two change tickets are for the same device (CI). These tickets are related. This is a general type of link. There is no functionality tied to this link type. |
Is the parent of / Is the child of
| For example, a supervised task consists of sub subordinate tasks (decomposition). A parent ticket cannot be closed while it has open child tickets. A notification is automatically sent to the solver of the parent ticket when each child ticket is resolved. |
Precedes before / Follows after
| For example:
Used to document the solution sequence or origin of the ticket. |
Blocks/Is blocked by
| For example, a blocked ticket can only be started or completed after the blocking ticket is complete. note The application does not restrict the resolution or closure of a blocked ticket in any way. A notification is automatically sent to the solver of the blocked ticket when each blocking ticket is resolved. |
Is duplicated by/ Duplicates
| For example, two users have reported incidents regarding the same issue. The first incident will be Duplicated, the second will be Duplicate to it. |
ITIL
For links between records of individual ITIL processes, we recommend using the following types of links:
For "simple" ITIL, we recommend recording all links as "related".
If you want to implement ITIL more consistently, we recommend using the following types of links:
| ITIL | Link type | Note |
|---|---|---|
| Incident - similar Incident (parent - child) | Is Duplicated - Duplicates | The first incident is marked as "Is Duplicated". All other incidents related to the same fault duplicate the first incident. |
| Incident - Problem/Known Error | Related to | An incident may occur to an existing problem. A problem can arise from an existing incident. Therefore, it is not appropriate to use "Precedes Before - Follows After". |
| Incident - Service Ticket | Precedes Before - Follows After | Service Ticket is created based on an incident (SR handles the incident). |
| Incident - RFC (N:N) - RFC is triggered by an incident | Precedes before - Follows after | The RFC resolves the incident. |
| RFC - Incident (caused by) | Precedes Before - Follows After | Incident caused by a poorly implemented change. |
| Problem - RFC | Precedes before - Follows after | Problem is resolved via RFC. |
Custom link types
The Alvao administrator can create custom link types in the database in the TicketRelationType table. Changes to system link types are not supported.
When creating new link types, choose the start and end of the link so that the link is mostly created from the initial ticket. When creating a link, the end names of all types are offered first, then the start name.