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This video shows you the improved methods for relating one request to another in the
current BMC Remedy ITSM solution.
In earlier versions, to relate a request such as this incident to an existing request, you
had to open a dialog box to enter search criteria for the request you wanted, and you had to
know which fields would contain the criteria you searched for. The search results area
was small, making it difficult to compare the results and decide which ones to relate.
In the current version, you can enter search terms in a single field right on the starting
form. If that search doesn’t produce the results you want, you can switch to Advanced
Search to specify more complex search criteria. The search results are presented in a longer
list that’s easier to browse, and the most common relationship type is selected by default,
saving you a step. A few other changes have streamlined and simplified
working with relationships. The controls that act on existing relationships are consolidated
above the relationship table, separating them from the fields that create a new relationship
and shrinking the space that they occupy. The View and Remove buttons are now recognizable
icons, and the Quick Actions menu immediately executes your choice without requiring another
click. And creating a new related request, a task
you previously performed from a collapsible menu with limited options, has moved to the
Quick Action section of the navigation pane. You can now create related requests of any
type. We hope this video helped you understand the
new, simpler methods for relating requests in the current BMC Remedy ITSM solution. Though
only the Incident Management application was shown here, these changes apply throughout
the solution. Thanks for watching.