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Related Requests

The Related sidebar is automatically displayed when a Problem is linked to other requests.

Problems can be linked to other requests in the following ways:

• Using the Group option within the My Tasks list, using a Problem assigned to the Group

• Using the Problem Group feature under the Problem > Errors tab

• Linking requests within the Problem's Analysis tab.
  
  

Any requests that belong to a Group can be viewed within the Related Requests sidebar window, inside the Problem Information screen. Within this window, all related 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 Problem Information screen of that related request.

Bulk Updates

The Bulk option allows one or more related 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 bulk update for any of the above elements:

1. Select Operations>Problems

2. Click on the Request # link of the relevant grouped request

3. Tick the checkboxes of the requests in the Related 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.

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>Problems

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

3. Click
   The Problem 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 Closed State within the Problem Information Screen. Grouped requests can also be closed as a group, by changing the request Status to a Closed State as part of a bulk update. (See Bulk Updates above.)