How to assign multiple items to a single Novell Service Desk request (Service Request / Incident / Problem / Change).

  • 7012297
  • 04-Mar-2010
  • 29-May-2013

Situation

Novell Service Desk has a different approach to requests that affect multiple items. The reason for this is that there are many different reasons a request can be considered to affect two or more items. It is as equally likely, as it is unlikely, that the resolution to the request on those multiple related items is different. Rather than create the a single request for multiple items, Novell Service Desk creates one request per item and groups these requests together.

Resolution

Start by editing the initial request, and then click the 'Duplicate' button. A pop up will appear asking for verification: 'This will create a copy of this incident and link the copy to this original. Do you wish to continue?'

Clicking OK will create a copy of the request, but it will be in the workflow entry state, assigned to the same customer and item as the original. The duplicate opens in edit mode, so now click the customer tab, and use the editor to select the new customer (if required) and new item for the related request, then click apply or done as appropriate.

Simplified Steps:
1. Edit the existing request and click 'Duplicate'
2. Click OK in the confirmation Dialog
3. Navigate to the customer tab and select the customer and item of the duplicate
4. Click 'Apply' to make the change(s).
5. If required, manage the requests collectively using the panel on the right hand side 'Bulk' button.

Additional Information

It's also likely that the related items may belong to different users, with different notification requirements, or alternate schedules, such that finding a time that coincides to fix it for both users is simply impossible.

To deal with these varied scenarios, rather than create the a single request for multiple items, Novell Service Desk creates one request per item and groups these requests together.

If a technician is creating a request in the user portal, they can simply select multiple CI's in the first page of the request creation process. Doing this after the initial request has been logged is slightly more involved.

Formerly known as 1000918

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