Link a change request to an incident through Agent Assist

You can identify incidents caused by a change and link it to the change record from the Agent Assist panel in a workspace.

Before you begin

Role required: sn_change_write, itil, or admin

Procedure

1. Navigate to All > Work Experience > Workspaces > Agent Workspace Home.
2. From the list, click Change > Open.
3. Click the change record you want to work on.
4. In Agent Assist, click the settings icon ().
5. Select Change Related Incidents from the menu list.
6. Click the more actions icon () in the incident tile that you want to link to the change.
7. Click the Link to Incident menu item.
8. In the Link to Incident form, fill in the work notes and any additional comments.
9. Click Link to Incident.

Result

The change record is linked to the incident and the incident details appear when you view the Incidents Caused By Change related list.