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

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

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.

Environment

Release: 12.6 or higher
Component:  CA Service Desk Manager

Resolution

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:
   
   
   
   
   
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:
   
   
   
   
3. The Tenant List shows as shown in Figure 3.
   
   Figure 3:
   
   
   
   
   
4. The configuration will allow the attach incident during the different tenant as follows in Figure 4.
   
   Figure 4: