2.3 Use cases for incident management

FAQs and ticket associations are useful for investigating and managing incidents, as well as for responding to incidents quickly.
This section describes the following use cases for linking FAQ articles, configuration items, and tickets related to incidents, as well as for linking tickets to each other.

(1) Create FAQ articles and linking to tickets
(2) Link configuration items to tickets
(3) Link related tickets together

(1) Create FAQ articles and linking to tickets

Create FAQ articles that serve as knowledge for investigating incidents, or review existing FAQ articles, and link the FAQ articles utilized to respond to the incident to the tickets that manage the incident.
For details on creating and confirming FAQ articles and linking to tickets, see “Use cases for FAQ articles (knowledge)”.

(2) Link configuration items to tickets

By linking configuration items to incident tickets, it is possible to identify the configuration items that directly affect the incident and the scope of the incident’s impact. The procedure for linking configuration items to tickets is as follows.

1. Select [Miscellaneous] - [Link] on the Ticket Zoom screen.
For details on the Ticket Zoom screen, see "Ticket Zoom screen".

2. In the dialog box that appears, click [Create new links] -[Link with] to display a pull-down menu. Select the target class under [ConfigItem] and click the [Start search] button.

3. From [Search Result], select the checkboxes for the configuration items to associate (multiple selections are possible), select [Relevant to] in the selection field at the bottom left of [Search Result], and click the [Add links] button.

This allows linking the configuration items associated with the incident from the Ticket Zoom screen. You can also open that configuration item and check the configuration items linked to it to see the scope of the incident's impact.

Note Note

Link types other than [Relevant to] are not supported.

(3) Link related tickets together

In the case of similar tickets, or when an incident in one ticket causes an incident in another ticket, setting a link between each ticket makes the relationship between the tickets clearer and easier to manage. The procedure for linking configuration items to tickets is as follows.

1. Select [Miscellaneous] - [Link] on the Ticket Zoom screen.

2. In the dialog box that appears, click [Create new links] -[Link with] to display a pull-down menu. Select [Ticket] and click the [Start search] button.

3. From the [Search Result], select the checkboxes for the tickets to associate (multiple tickets can be selected), select [Normal] in the selection field at the bottom left of the [Search Result], and click the [Add links] button.

This allows tickets to be linked to each other. In addition, you can see the associated tickets from the Ticket Zoom screen and manage the relationship between tickets.

Note Note

Creating [Parent] and [Child] links from the OTOBO screen is not supported. These kinds of link types are managed in Ops I. For details, see "JP1 Cloud Service Operations Integration User's Guide" under "Designing and Building Your Operation > Task design > Ticket management > Relationships between tickets".