Related Requests

The Related Requests sidebar is automatically displayed when a Service Request is linked to other requests.

Requests can be linked in the following ways:

• Using the Group option within the Service Request list

• Using the Service Request Groups feature under the Request tab

• Linking requests within the Request's Analysis tab

• A result of  multi-Item Request creation.
  
  

Any Requests that belong to a Group can be viewed within the Related sidebar window, inside the Service Request Information screen. Within this window, all related Service Requests are listed and can be controlled as one. For example, Notes can be applied to all related Requests or the entire Group can be closed.
 

Managing Related Requests

The details of a Related Request can be viewed by hovering the mouse over the colored Icon. Click on the same Icon, and the system moves to the Request Information screen of that associated request.

Bulk Updates

The Bulk option allows one or more linked Requests to have the following information updated simultaneously:

• Priority, Workflow, Status, Team, Escalation Layer & Technician

• Notification method and recipients

• Request Classification

• Items

• Description, Attachments and Notes.

To complete a Bulk update for any of the above elements:

1. Go to Operations>Service Requests

2. Click on the Request # link of the relevant Grouped Request

3. Tick the checkboxes of the appropriate requests in the Related Requests sidebar that are to be updated

4. Select
   The system displays the Bulk Editor screen.

5. The system does not allow Requests with a status of Pending-No Contract to be updated
   If the Bulk update is only associated with Requests of this Status, an error message is displayed noting that one or more Requests need to be selected.

5. Amend the appropriate element as per the above list

6. Click Save.

Remove Related Requests

To remove a request from a Group:

1. Go to Operations> Service Requests
   Or, within Operations>Request Groups select the Group # link and move to the Elements tab

2. Click on the Request # hyperlink of a Grouped Request

3. Click
   The Request opens in Edit mode and checkboxes become available next to the requests in the Related sidebar.

4. Tick the checkboxes of the requests to be removed

5. Select .
   The marked requests are removed from the Group.

Closing Requests within Groups

Requests within the Related sidebar can be closed individually by moving the Workflow State to a Exit (Closed) State within the Information Summary tab Screen. Grouped Requests can also be closed as a group, by changing the Request Status to a Exit (Closed) State as part of a Bulk update. (See Bulk Updates above.)

Alternatively, all Requests can be closed by using the Solution button within the Notes tab of a Request. This option is available if the Handshaking facility has not been enabled for the system, within the Administrator>Setup>Privileges>Requests tab.

To close related Requests using this method:

1. Go to Operations>Requests
   Or, within Operations>Request Groups select the Group Number and move to the Elements tab.

2. Select the Request #  hyperlink of a Request in the relevant Group

3. Click

4. Enter the Note details of the Solution
   The Visibility option must be set to Public to access the Solution or Propose button.

5. Check the Apply to Group option
   If relevant, add Note Time across the Group.
   
   

6. If relevant, enable Create Knowledge
   This will move the content of the Note field to a Solution Knowledge Base Article with the Visibility of Assigned Request.

7. Click .
   The related Requests are automatically closed and the Note content is also made available in the Knowledge Base if the Create Knowledge was enabled.