Link Requests
You can link closely associated requests by designating a reference request and linking other requests to the reference request.
To Allow Automatic Selection of the Reference Request
In the requests list view page, select requests, and click Link Requests.
Enter comments and click Confirm.
In this case, the first created request becomes the reference request while other requests become the linked requests.
To Manually Select your Reference Request
Go to the right panel of the Request details page, click Attach beside Linked Requests.
Select requests, enter comments and click Link Requests. The selected requests will be linked to the reference request.
Viewing Linked Requests
Go to a reference request and click the linked requests.
The linked requests will be listed from where you can click and view them.
You can also go to a linked request and click the request to which it is linked (reference request).
You can view the comment added for linking requests under the reference or the linked request's History.
Detach Linked Requests
If you're inside a linked request, click Detach and select Yes.
If you're inside a reference request, you can either click Detach or the linked requests.
Then select requests and click Remove Link.
As you add a note to a reference request, you can choose whether to display the note in the linked requests.
Edits that you make to the reference request's note will not be reflected in the linked requests.
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- As you add a resolution to a reference request, you can choose whether to display the resolution in the linked requests. This resolution will override the existing resolutions of the linked requests. You can view the linked request's resolution under History.
The edits you make to the reference request's resolution will be reflected in the linked requests.
You cannot display the linked request's note or resolution in the reference request.
- You can link requests of different templates and from different sites. But if you're associated only to the reference request's site and not the linked request's site, you cannot perform operations on the linked request.
- If you link a reference request (A) to a new reference request (B), then all the requests linked to A will be linked to B.
- You can set up the reference request to be closed only after the linked requests are closed.
Go to Admin > Automation > Request Closing Rules > Mandatory fields for closing requests and select the All child requests should be closed option.
- Linked requests will always remain to be independent requests with their own SLAs, Business Rules, and the like.
- You can link a request to only one reference request at a given time.
- You cannot link requests using API.