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

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>

   
   
   
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>

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

   <Please see attached file for image>

   
   
   
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>

   

Environment

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