Request - Incident Link

In real-life operation, the Requesting and Incident processes are often intertwined. Functional links between object types are administered using reference catalogs.

The links between Incidents and Service Requests are administered from the 'Assigned Service Requests' reference catalog in the Incident editor.

The reference catalog provides the following actions:

• Create - create a new service request and have it linked to the edited incident
• Assign - assign an existing service request to the edited incident
• Remove - remove the assignment of a service request to the edited incident
• Edit - open an assigned service request for editing
• Edit link - edit the linking object between the edited incident and an assigned service request

Example of use: A service request has been assigned to an incident. The progress of incident processing instigates modifications to the linked service request. The person handling the incident can use action 'Edit' in the reference catalog to directly modify the assigned service request (provided that user permissions and the status of the service request allow the modification).