Service Desk Practitioners Forum
cancel
Showing results for 
Search instead for 
Did you mean: 

Relating multiple services to automatically created incidents

Highlighted
Bhuvnesh
Frequent Visitor

Relating multiple services to automatically created incidents

Hi,
I am using SD 5.1 SP3.We have enabled "Incident impacted service settings" in system panel to identify services based on configuration item. We have integrated OVO with Service desk. Whenever OVO registers a new incident, it also passes the name of impacted configuration item. Based on this name SD automaticlly identifies the service and relates it to incident with "Initially identified" relation.
However the problem is that it relates only one service, even though CI is being used by more than one service.
Is this a limiation or I need to do some extra settings so that SD relates all the services which uses the impacted CI?
Regards,
Bhuvnesh
3 REPLIES
Mike Bush
Honored Contributor

Re: Relating multiple services to automatically created incidents

I think it is a limitation in 5.1, something they were discussing for "later" releases. I also believe I heard something similar being discussed for SM7.
Bhuvnesh
Frequent Visitor

Re: Relating multiple services to automatically created incidents

Thanks for inputs.
Can you please redirect me to some links or documents where this limiation is metioned/discussed.
Carol Hibbard
Honored Contributor

Re: Relating multiple services to automatically created incidents

From the SD 5.x Admin guide, pg 584:

â ¢ All services related to the configuration item by a Used By relation
â ¢ If the parameter configuration item is part of a hierarchy, all services
that use each parent CI (linked by a Used By relation)

Is your relation specifically "Used By"?
//Add this to "OnDomLoad" event