Establishing Support Structure › Related Ticket Activities

Related Ticket Activities

When an activity is generated for a CA SDM ticket, you can propagate the activity to one or more related tickets. For example, a Problem record created from an Incident can update the Incident record when the Problem is resolved. When the activity occurs, an activity log is generated for the related ticket that includes the following information:

• Related ticket activity type, for example, Update Status
• Contact name
• Parent ticket type and its reference number
• Activity log description, for example, status updated from Work in Progress to Open

Activity logs are propagated to related tickets based on the properties set within each activity notification. The attributes of the related tickets are not modified. The following relationships are propagated:

• Problems propagate to all active Incidents.
• Change Orders propagate to all active Problems and Incidents.

As a system administrator, you can perform the following actions:

• Set up activity notifications to propagate related ticket activities.
• Configure a Related Ticket activity notification to notify the appropriate contacts when the activity is propagated to related tickets.

Note: For more detailed information about performing these procedures, see the Activity Notifications information in the Online Help.

More information:

Activity Logging

How to Define Activity Notifications for Related Tickets

How to Define Related Ticket Activity Notifications