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mps

Member

Registered: 2022-10-04

Posts: 32

How to track Incidents based on faulty changes? Solution type?

Hi!

How can we document/log incidents (tickets) that are based on a faulty change or a faulty release or some other object in GLPI? We've seen that we can associate tickets and other types to a ticket. But how to distinguish e.g. between a change that was a result of a ticket and a ticket because of a change? One can associate changes but there is no indication of the change was the result or the root cause of the ticket. Also, in the solution-entry one can specify a solution type but no relation to a type (e.g. a change).

br

cconard96

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Registered: 2018-07-31

Posts: 2,813

Website

Re: How to track Incidents based on faulty changes? Solution type?

You can link any ITIL object (Ticket, Change, and Problem) to another ITIL object either through the ticket link field or the tabs of the various forms. In GLPI 10.1, this functionality will be improved by allowing you to link any type in the same UI as ticket -> ticket links. Although, there are no special link types for non-tickets yet.

This could be a useful feature though. I would recommend making the suggestion on the GLPI suggestion site.
https://suggest.glpi-project.org

Last edited by cconard96 (2023-06-07 03:12:24)

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mps

Member

Registered: 2022-10-04

Posts: 32

Re: How to track Incidents based on faulty changes? Solution type?

Thanks for your response. I created a new entry.

glpi.userecho.com/communities/1/topics/2230-incidents-based-on-changes-or-other-objects-specify-cause-of-ticket