parent-child relationship for incident

[sandie]

Hi All,

I need to list all the related child list under the related list "Incidents" of the parent ticket.

Please let me know if this is available OOTB or do i need to customise by writing the scripts.

Regards.

[Chuck Tomasi]

The related list shows relationships between a child record that references the current record and the current record. It depends what field is being used on the incident to reference the parent. It could be 'parent', it could be a field you created that references the incident table. The 'child incidents' field here doesn't seem to make much sense (to me anyway.)

Can you explain what field is being used to identify one incident as a child of another?

[sandie]

I just figured it out that i can achieve this by below -

right click on the form header and select the Configure\ Related Lists menu item.   Then, move the "Incident -> Parent Incident" option over to the "Selected" box.

However I was wondering about one more thing. What is the related list - "Incident -> Parent".

Regards,

[Chuck Tomasi]

That's what I was referring to before.

Incident --> Parent Incident means there is a "parent incident" field being used to relate the two together. Parent Incident is an OOB field that references the incident table. You can only reference incidents

Incident --> Parent is a different field. It uses the "Parent" field which is inherted, and references, 'task'. Which means you could have a parent change or a parent problem along with parent incident.

[sandie]

1. When I add the related list "Incident -> Parent Incident", the Child incidents tab (as per the first screenshot) shows up and I can view the related child tickets for any parent ticket.

2. When I add the related list "Incident -> Parent", the "Incidents" tab shows up (as per the second screenshot). and i could see the incident number which is opened from the list. And it does not contain any records in this tab.

So i would like to understand what is this related list for as per the second point above. What information does it actually provides.

Regards,