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Service Desk 5.1 SP1 Incident Service relation

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Tomislav Kvesic
Occasional Advisor

Service Desk 5.1 SP1 Incident Service relation

Hi,
we have some issue with relating service to incident. When we manually relate service to existing incident using any of out of the box relation (except the "Initially Identified"), SD creates new Incident - Service relation with "Initially Identified" relation. So, we have the same service related to the incident two times (one "Initially Identified" and one which we manually created). After the creation of "Initially Identified" relation, SLA and Service Level fields are automatically populated.
Very interesting thing is that on 5.1 SP2 there is no automatically creations of "Initially Identified" relation...
In both cases Impacted Services Settings are the same, and all options are unchecked.
Thanks in advance,
Tomislav
3 REPLIES
sandeep_
Member

Re: Service Desk 5.1 SP1 Incident Service relation

Hi Tomislav,

Tell me if I have understood this right;

You open an incident form, fill in the CI and all the relevant data and then go to the Services tab and also add a Service, but using a different relation (not the "Initially Identified"). When you save this form and open it again, you find two services under the Services tab. One which you had related and one more which you say is the same as you included just that the relation is "Initially Identified".

If this is the case, then it is cos of a Service which is created and CIs mapped to this Service. Just that when you open an Incident form and update the CI field, this does not populate the related Service in the Services tab. It gets related only when you save it. So, try updating the CI and the required data in the incident form and save it.. you'll find the service related to the CI populated in the Services tab.

Regards,
Sandeep
Tomislav Kvesic
Occasional Advisor

Re: Service Desk 5.1 SP1 Incident Service relation

Hi,
thanks for reply...You get it right, except one thing - we don't use CI in this type of incident (in this case we are talking about end user incident, and end user CIs are not related to services...), so CI field is populated, but it have no relation with service or services. Do You know why this relation is created automatically (because there is no relations and in Impacted service settings none of the options are selected) and how to diseable it? And why only "Initially Identified" relation populate SLA and Service Level field?
Tomislav
Tomislav Kvesic
Occasional Advisor

Re: Service Desk 5.1 SP1 Incident Service relation

ok
//Add this to "OnDomLoad" event