Links

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 Link Types:
   
   

   • 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.
     

     Parent and Child Relationship in Work Order

     The parent-child relationship in work orders is a hierarchical structure that connects multiple work orders, enabling efficient management and tracking of related tasks. This relationship helps in coordinating complex activities that require multiple steps or involve different teams. By establishing a parent-child relationship, organizations can monitor the progress of subordinate tasks (child work orders) while maintaining an overview through the main task (parent work order).

     • Parent Work Order: Represents the primary task or project. It is the overarching work order that may require the completion of several related tasks to finish the overall objective.
       

     • Child Work Orders: Subtasks or specific activities that are part of the parent work order. They must be completed for the parent work order to be considered fulfilled.

     The parent-child structure allows for better organization, where changes or updates in the child tasks can automatically impact the parent, ensuring all related work progresses cohesively.

   •  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