Links
We recommend using the following link types for registering the contexts between the records of individual ITIL processes:  All links for "simple" ITIL should be recorded as "related".
If you want to implement ITIL more rigorously, we recommend using the following link types:
| ITIL |
Link type |
Note |
| Incident – similar Incident (parent – child) |
duplicated – duplicate |
The first incident is marked as "duplicated". All other incidents relating to the same problem are duplicates.
|
| Incident – Problem / Known Issue |
related |
The incident can be created for an existing problem. A problem can be created based on existing incidents. Therefore, using "previous – next" is not recommended.
|
| Incident – Service Request |
previous – next |
The Service Request will be created based on an incident (SR is involved in an incident).
|
| Incident – RFC (N:N) – RFC is triggered by an incident |
previous – next |
RFC is involved in an incident.
|
| RFC – Incident (caused by) |
previous – next |
The incident was caused by a change made incorrectly.
|
| Problem – RFC |
previous – next |
The problem is being solved through RFC.
|
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