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  • Linking Requests

    Linking requests is an important part of improving efficiency and sharing information. This may be the linking of multiple related incidents so that they can be managed as a batch or the creation of a problem or change which may be required as part of the incident resolution.

    The request action bar includes an option to link requests, offering both a search and the ability to create new requests which are related to the request that you are viewing.

    The search option displays available search criteria as you type, offering a quick and focused search or optionally one can type a free text search to search all areas.

    If you are unable to find a match, an option to create a new linked request can be used which will populate the new request with details of the original request along with maintaining links between the two. This is particularly useful when an incident requires a change or problem record to be raised.
     

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    Latest Posts

    • Locking Request Details

      2017-03-24 20:03:37
      Feature Friday

      This new feature allows the core details of the request to be locked down at a particular point within your workflow...

    • Resolving Linked Requests

      2017-03-17 21:19:54
      Feature Friday

      Whether it be incidents linked to a problem, a problem linked to a change, or a change linked to some service requests, having the ability to resolve or close these in a single action can be a huge time saver...

    • Hornbill Live Chat

      2017-03-11 06:27:15
      Blog Posts

      Hornbill's Live Chat provides a great way for customers and end users to get in touch with the Service Desk...