Ticket-Resource Relations

Introduction to Ticket-Resource Relations

Ticket-resource relations (for greater readability called resource relations in this section) can be used to link tickets to resources. For example, you can link an incident ticket to the printer which caused the problem or a service ticket to the customer's SLA. Resource relations are displayed in the Section for Related Resources of the ticket. The layout depends on the selected visibility setting. The following figure shows the Section for Related Resources with the visibility setting Extended. Each resource category is displayed in a box which contains the relations configured for this resource category. The resources are arranged below the name of the relation. Click the relation name to display the related resources. You can display further details about the resource by clicking the resource name. Click the small arrow button next to the resource name to open the context menu of the resource which allows you to delete the relation and jump to the resource page.

Figure 79: Resource relations

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 resource type, i.e., which kind of resources can be linked to the ticket.
• The queue which the tickets have to be in.
• The cardinality of the relation, i.e., if you can link several resources of the same resource type to the ticket, and if the same resource can be linked to several tickets.
• The availability of the Note field.

Resource relations are only available if your CM system uses CM.Resource Pool. The available relations and their configuration depend on the individual configuration of your CM system.

Adding a Resource Relation

Please proceed as follows to add a new resource relation.

Figure 80: Adding a resource relation

1. Click the Add link next to the required relation name.
2. Start typing the name of the resource and select the desired resource from the suggestions of the Autocomplete Search. Optionally, you can enter a note.
3. Click Add relation.
4. The resource is now linked to the ticket. You can click the link with the resource name to display further details about the resource. The amount of detail varies depending on the selected visibility level.

Editing the Note of a Resource Relation

Click Edit next to Note to edit the relation's note. The Edit link is only displayed if you have the selected the visibility level Detail (see visibility level).

Switching to the Related Resource

You can view the corresponding resource page by clicking Jump to resource in the context menu.

Deleting a Resource Relation

Click Remove relation in the context menu 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.