ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
In this case, the request through which the linking is done becomes the "Reference request"
and other requests are its "Linked requests". This option is useful when you want to choose a
specific request as the Reference request instead of the oldest created request. A relatively new
request can be made as Reference request with older requests related to it as Linked requests.
In the above example, linking is done through the details page of Request ID 27 and so it is
made as the Reference request. Other older and newer requests (18, 25 and 28) linked to it are
its Linked requests.
Note: Linking requests is different from "Tasks" that are created within
requests. Tasks are created in a request so that the request can be split into
various activities and can be assigned to different technicians. All the tasks
inside a request will be considered as a single request. However, Reference
requests and the Linked requests are independent requests with only
references set between them.
Attributes of Reference Request and Linked Requests:
1. Any Linked request can be associated with only one Reference request at any time.
2. Even though Linked requests are linked to a Reference request, they will still be considered
as independent requests with their own SLA, Business Rules, and so on.
3. If a Reference request (A) is made as the Linked request of a new Reference request (B),
then all the Linked requests earlier associated to Reference request A will be linked the new
Reference request B.
4. Linked requests have their own independent work logs, resolutions and notes. Operations
performed over the Linked requests have no impact over the Reference request. However,
any work log, resolution or note added to the Reference request can be linked to all the
Linked requests by enabling corresponding check boxes.
5. Notes added to a Reference request can be made available to the Linked requests by
enabling the Add notes to all linked requests check box. The Discussions Notes section
in the Linked request details page will show its own notes and the notes that have been linked
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