Linking Assets
While working on an incident, you could determine that the incident is either part of an existing change, problem, release, or other record type. For example, you might notice that several incidents have been logged against the same configuration item. Upon further review, you determine that the incidents are actually part of the same problem.
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Although there are no set default restrictions, an incident should have only one record type (such as problem) associated with it. However, some record types might have multiple related incidents (such as problem, change, or knowledge).
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If there is no existing problem to link to the incident, but you assess that the incident is part of a problem, you can create a new problem to link to the incident. The problem is created in a logged state until it is reviewed and diagnosed.
Linking an Incident to Another Record
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1.
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Within the incident record under the Details tab, click Link  in the Assets area. The assets window appears. |
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2.
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Find the record to link, then click Select. (See Using Record Search.) The item appears in the Assets area. |
Sample Linked Asset
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3.
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Click Save  from the toolbar.
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- The record is linked to the incident. If the linked record is a problem, change, configuration item, or knowledge article, the item also appears under the corresponding tab in this record.
- The incident also appears under the incident tab of a linked problem, change, configuration item, or knowledge record.
- When a change or problem is set to closed, the related incident is updated to resolved.
