Resource-Ticket Relations
Introduction to Resource-Ticket Relations
A resource-ticket relation (for greater readability called ticket relation in this section) defines the relation between this resource and a ticket. Ticket relations allow you to link your assets to the tickets concerning them. For example, you can link an incident ticket to the printer which caused the problem or a service ticket to the customer's SLA. You can quickly access the tickets from the resource page.
You can create relations based on the relation models which are configured in your CM system. The following is defined for each relation model:
- The queue which the ticket has to be in.
- The cardinality of the relation, i.e., if you can link several resources to the same ticket, or several tickets to the same resource.
- Whether the relation name is displayed.
- Whether the relation is editable, i.e., whether it can be added, edited and deleted in the Web Client.
Display of Ticket Relations in the Web Client
Ticket relations are displayed in the Section for Related Tickets of the resource page. The table contains the relations which were created for this resource. You can choose to display all tickets, open tickets or closed tickets by selecting the corresponding value in the filter (1). To configure the table columns, click the tool icon (2) and select the desired columns. You can order the columns by dragging the column header to the required position.
The table usually contains a link to open the ticket (3), the name of the relation (4) and an icon to delete the relation (5). Click a table row to open the ticket preview. The ticket preview contains buttons to display more ticket data (6), open the ticket (7) and display the preview of the next ticket (8).
Figure 125: Ticket relations
Configuring the Displayed Columns
Open the context menu next to the wheel icon to configure the table columns. To add columns, enter the column name and select a suggestion from the Autocomplete Search. You can remove columns by clicking the cross next to their name.
Adding a Ticket Relation
Please proceed as follows to add a new ticket relation.
Figure 126: Adding a ticket relation
- Click the Add link in the section header.
- Select the desired relation model from the drop-down list.
- Start typing the name of the ticket and select the desired ticket from the suggestions of the Autocomplete Search in the Unassigned field. Optionally, you can enter a note.
- Click Add relation.
The action of adding or deleting a relation can trigger additional changes, e.g. the value of a data field can be updated. This depends on the individual configuration of your CM system.
Editing the Note of a Ticket Relation
Click Edit in the Note column of the relation to add or edit its note. The note is optional. If the Note column is not displayed, you have to add it first (see Configuring the Displayed Columns).
Opening the Ticket
You can open the related ticket by clicking its number in the column Name. If you click another column, a preview window is opened where you can choose to open the ticket (see figure in section Display of Ticket Relations in the Web Client).
Deleting a Ticket Relation
Click the red cross in the Actions column to delete the relation. The relation is now displayed in italics. At this point you can still undo the removal by clicking Undo remove. As soon as you execute any other action, the relation is removed for good.
The action of adding or deleting a relation can trigger additional changes, e.g. the value of a data field can be updated. This depends on the individual configuration of your CM system.