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You can view the history of a ticket and information about the related tickets by viewing the ticket Board.
Relate Configuration Items to a Ticket
Intelligent Service Management enables you to relate a CI to a ticket and to gather historical data about the CI. Tickets are logged against a supported configuration item (CI) and a relevant configuration Item can be related to a ticket. You can also unrelate a CI related to a ticket. CIs in De-provisioned status do not appear in the lookup and cannot be related. The application administrator manages and configures the permissions available to you. For more information about configuration Items, see Creating and Managing Configuration Items.
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- Open the desired ticket and click Attachments in the anchor links.
- Click Relate Existing or Add New.
Note: The Relate Existing option shows a list of attachments that are added as global records. When adding a new attachment, select the Global Attachment check box, to make it public. - Select the desired attachment.
Note: You can unrelate and delete attachments, or mark it as private or public through the mini menu for each attachment. Point your mouse over the attachment to view the mini menu.
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You can select an existing private attachment and can make it viewable by clients by selecting Mark as Public. The grid displays (Not Viewable by End Users) in addition to the name of the attachment.
Double-click on an existing attachment to download it. You can click on Download All Attachments to download a copy of all the related attachments in a zip file.
Notifications on Attachments
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