WiscIT - Linking Incidents to Potentially Related Problems

When a problem is opened about a category, any incident opened with that category will get a link that says Potentially related problem and a button to easily link the incident to the problem.

There are a large number of problems that can be linked to within WiscIT. However, a Potentially Related Problem list exists which may allow you to link an incident to a problem without searching through a long list.

Linking to a Potentially Related Problem

  1. Open an Incident and set the classification to the same as the open problem
  2. Click on the "Potentially Related Problems" tab at the bottom
  3. potentialproblemlist.png
  4. Click on the Potentially related problem. The problem should then be highlighted in blue within the list.
  5. Click the "Link to Potentially Related Problem" Button on the Incident next to the red do not enter symbol.
  6. linktoproblembutton.png
  7. The Incident has been linked to the problem if the red sign switched to a chain link.

Additionally, if you would like the incident to resolve after the linked problem resolves, set the incident to pending, and the pending reason to "Linked to Problem".




Keywords:tab link case issue resolve pending find list open closed incident   Doc ID:51015
Owner:Will C.Group:WiscIT - Wisconsin IT Service Manager
Created:2015-05-01 09:36 CSTUpdated:2019-08-01 13:13 CST
Sites:DoIT Help Desk, DoIT Staff, DoIT Tech Store, Systems & Network Control Center, WiscIT - Wisconsin IT Service Manager
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