Service Manager Relationships

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Introduction

The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using the Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be With Customer which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.

The Sub-statuses defined here are global and will be visible to all the selected Request Types. Service based sub-statuses can be configured within the Service form for a particular service.

Relationship Types

Relationship Types are defined terms that can be used for the creation of Relationship Links. When creating a Relationship Type consider the types of two way relationships that you would like to describe when liking two entities. As these will be used to create a relationship link, consider defining an opposite relationship type for each one created

Translations

Create Relationship Types in any additionally required languages.

Open an existing Relationship Type, and use the Add Translation button to choose the language you you wish to create the translation for, and then either use the Translate option to use Google's Translate service to suggest a translation of the relationship type, or enter the translation in the Relationship Type field

Edit

Change the display name of the Relationship Type by opening and editing the Relationship Type. Any changes will be inherited by any Relationship Links which are using the Relationship Type.

Relationship Links

The Relationship Links lets you join or associate Relationship Types that will work together to describe the relationship between two entities.

Add

Choose the + button to add a new Relationship Link
Choose the Feature which the new Relationship Link will be available for:

Request to Service - When linking additional Services to a Requests
Request to Request - When linking Requests to Requests
All - Available for all Linking Features

Relationship - Choose one of the defined Relationship Types
Reverse - Choose another Relationship Type, which will be a direct reverse for the above Relationship

Examples

Caused By > Causes
Impacted > Impacted By
Fixes > Fixed By

Manage

Search - Use the quick filter to search for specific Relationship Links
Filter - Refine the displayed Relationship Links by All, Active or Deactivated
Active - Mark a Relationship Link as deactivated, by sliding the Active toggle off. This will prevent the Relationship Link from being available for selection in Service Manager
Delete - If the Relationship Link has not been used in Service Manager, it can be deleted using the Trash Can icon