How to attach the incident to the problem ticket of a different tenant

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Article ID: 20278

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

How to attach an incident to the problem ticket of a different tenant.

For example, here is the assumed scenario.

  1. You are the Service Provider and already responding to a specific problem by raising the Problem ticket in the Service Provider tenant.

  2. The incident is raised from some tenant called 'Corp. A' and 'Corp. B'. The incident is caused the problem that you are responding to.

  3. You will attach those incidents to the problem ticket. But those tickets are raised from a different tenant.

Solution:

Tenant can be set using the configuration for the parent/child relationships

  1. Open the tenant detail that you would like to set parent tenant, and check the 'Subtenants Allowed' as shown in Figure 1

    Figure 1:

    <Please see attached file for image>

    Figure 1

  2. Open the tenant detail that you would like to set child tenant, and select the parent tenant as shown in Figure 2.

    Figure 2:

    <Please see attached file for image>

    Figure 2

  3. The Tenant List shows as shown in Figure 3.

    Figure 3:

    <Please see attached file for image>

    Figure 3

  4. The configuration will allow the attach incident during the different tenant as follows in Figure 4.

    Figure 4:

    <Please see attached file for image>

    Figure 4

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component:

Attachments

1558695647301000020278_sktwi1f5rjvs16n3t.gif get_app
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1558695643638000020278_sktwi1f5rjvs16n3r.gif get_app
1558695641788000020278_sktwi1f5rjvs16n3q.gif get_app