Link Work Order

The Link tab in a Work Order interface enables users to establish connections or relationships between the Work Order and other modules such as Incidents, Changes, Problems, and Service Requests within the organization's Application system. This feature facilitates comprehensive tracking and visibility across various IT processes by allowing users to associate related items and activities.

As an Analyst, following actions can be performed on the Link tab:

• Create

• Link

• De-Link

Note

Linking a Work Order to an Issue helps in documenting the resolution process, while linking to a Change or Problem provides context for broader impact analysis and continuous improvement efforts. By leveraging the Link tab, organizations can enhance collaboration, and improve the overall efficiency and effectiveness of their IT service delivery. 

Create

Using the Work Order,  issues belonging to other Module can be created.

To Create a issue from the Work Order, perform the following steps:

1.  Click Create.
   A list of modules are displayed for creating an issue. 

   

   Figure: Create
   

2. Select Module.
   Issue page pertaining to the selected Module is displayed.

Link

When a Work Order is linked to a Incident, Change, Problem or Service Request a list of requests are displayed for the respective Module. The Analyst must select the checkbox for the requests in the required Module and Link the request as Dependency to Work Order or create Parent-Child Relationship.

To Link Work Order to other Modules, perform the following steps:

1.  Click Link.
   A list of Modules is displayed for Linking.

   

   Figure: Links
   

2.  Select Module (Change, Problem, Incident, or Service Request).
   A list of requests is displayed.

   

   Figure: Link
   

3.  Select ID and type of linking.
   Following are the types of Link provided.
   

   • Dependent: Dependent linking can be used to connect Work Orders to other Modules that rely on each other for completion or resolution.
     

   • Parent-Child: The initial Work Order created to address the issue is designated as the Parent Work Order. Additional logged issues to investigate can be linked to the Parent as Child. This Parent-Child relationship helps organize related tasks and activities, allowing for better coordination and tracking of efforts to resolve the issue.
     

     Example: While executing a Work Order related to a server, system experiences a network glitch due to which multiple Incidents are reported. 

     Hence, considering one Incident as Parent to the WO and linking rest of the Incidents as Child tickets to the Parent Incident. Problem ticket created to identify the root cause of network glitch is linked as Dependent to the Parent Incident that's linked to the WO.
     

4. Click Link.
   Record Linked successfully message is displayed.

   

   Figure: Record Linking

De-Link

De-linking a record from a work order involves removing the association or relationship between the two entities. This action can be necessary when a record is incorrectly linked, no longer relevant, or when there's a change in the workflow requiring the disconnection of the linked items. 

To De-Link a record, perform the following steps:

1.  Select ID of the issue that is linked to Work Order.
   De-Link option is enabled upon performing this action.

   

   Figure: De-Link
   

2.  Click De-Link.
   A message stating that record(s) De-Linked is displayed.

   

   Figure: De-Link