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Change Order and Incident Display Relationship

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Article ID: 243798

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

The customer wants to know if the incident view screen will provide the list of all linked Change Orders. Such as the Change Order Detail view page where the Incidents / Problem listed >> shown below:

Environment

Release : 17.3

Component : SDM - Configuration

Cause

The customer tried to create Mutiple Change Orders for an Incident, but the process should be the other way around. Incident can have another child incident or another Problem. You cannot create Change Order from Incident Page.

Resolution

There is a one-to-many relationship between change order and many related incidents.  Incidents can have many parents, but from incident view screen, you cannot see all the parents. Also, OOTB CA Service Desk Manager does not limit how many incidents or Change orders can be created

From the Incident Detail page, one can see Only Child incidents listing and related Change order # under Change as shown below:

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