How to link IMS record with an existing Incident/Service Request?

[Ceci Looi]

1. Is there a way to link an IMS record with an existing Incident/Service Request. Both IMS and ticket status is Active.

Scenario: User visit Tech Lounge, an IMS created. Tech agent then found that user had an existing Incident ticket opened prior to the visit. Tech agent would like to link both IMS and Incident as part of the resolution step.

2. Is it possible to reopen a "Closed Complete" IMS?

Scenario: Tech Agent accidently close the IMS before converting it to an Incident ticket.

[Saurav11 · Accepted solution]

Hello,

if I understood you correctly you want to link interaction with an existing Incident/service request then you can use the associate record UI action:-

Then select the table and the record you want it to associate with and submit:-

It will be linked and shown in the related tasks:-

Please mark my answer as correct based on Impact.

[Ceci Looi]

From my end, the view is slightly different, but I manage to link Incident to an IMS. The steps are not straight forward though. Below are my steps. 

[Saurav11]

I see you are using walk up interaction that is the reason the steps are slightly different.