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Leveraging Linked Requests in Service Manager

Albina Bardhi -




Linked requests are essential in service management because they establish connections between related tasks and issues. They provide a clear view of how different elements are interconnected, simplifying coordination and resolution efforts.  

They enable efficient management of multiple tasks, facilitate the seamless sharing of critical information, and support collaborative problem-solving efforts. Within Service Manager, linked requests serve as a practical tool to promote efficiency and provide comprehensive oversight of all activities. 

In this video, we explore the practical applications of linked requests, demonstrating how they facilitate batch management, information sharing, and coordinated issue resolution. 


Linking existing requests 

Linking existing requests within Service Manager enables users to establish connections between related issues, fostering a cohesive approach to problem-solving. From the request list interface, users can initiate the linking process by selecting a specific request. With the search functionality, users can easily locate and select relevant requests based on various parameters like request type, status, and service. This capability allows for efficient batch management and coordinated resolution of interconnected issues. 


Updating linked requests 

Maintaining consistency and coherence across related issues is essential for effective service management. Service Manager empowers users to update linked requests seamlessly, either directly from the request page or through automated workflows. By entering necessary updates and selecting linked requests to apply them to, users ensure that changes are propagated uniformly, minimizing discrepancies and maximizing efficiency. Automated workflows offer a systematic approach to updating linked requests, particularly beneficial for repetitive processes and ensuring timely updates. 


Initiating New Linked Requests 

In scenarios where addressing emerging issues or dependencies is necessary, initiating new linked requests becomes imperative. Service Manager offers two methods for accomplishing this: manual creation via the request page interface or automated creation through workflows. Whether raising a new linked request manually or leveraging workflows for automated creation, organizations can ensure alignment with ongoing operations and maintain transparency in request management. This capability enhances efficiency, particularly in scenarios involving standardized processes and repetitive tasks. 


Some use cases: 

Scenario 1: Automatic Creation of a Problem Record from an Incident 

During the resolution stage of an incident, determining whether the solution is a permanent fix or a workaround is crucial. If identified as a workaround, Service Manager enables the automatic creation of a linked problem record. This facilitates further investigation into the root cause of the incident and allows for the identification of a permanent solution to prevent recurrence. 


Scenario 2: Automatic Creation of a Known Error (KE) Record from a Problem Record 

In the lifecycle of a problem record, when a workaround is identified but no permanent fix is available, it's essential to document this as a Known Error (KE). Service Manager facilitates the automatic creation of a linked KE record from the original problem record, streamlining the process of recording and managing known issues within the organization. Once the KE record is created, the original problem record can be closed, ensuring transparency and efficiency in issue resolution processes. 


Scenario 3: Automatic Creation of a Change Record from an Incident 

In instances where a temporary fix provided during incident resolution necessitates a permanent solution, Service Manager facilitates the automatic creation of a linked change record. This streamlines the process of implementing necessary changes to address underlying issues effectively. 


Scenario 4: Automatic Creation of a Change Request from a Service Request 

Service requests often entail multiple changes across different teams to fulfill user requirements. Service Manager enables the automatic creation of linked change requests, ensuring seamless coordination and execution of tasks such as updating VPN security access, installing VPN software, and provisioning secure laptops. 


By leveraging linked requests functionalities effectively, organizations can optimize service delivery processes, enhance collaboration among stakeholders, and ultimately, ensure customer satisfaction and operational excellence. Service Manager serves as a strategic tool for driving efficiency and streamlining service operations in today's dynamic business environment. 


Read more on Linked requests: 

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