Link multiple incidents together and un-link

Hello Experts,
my client using solution manager 7.0 sp14 (Service Desk).
Now my requirement is need to be able to link multiple incidents together.
Any suggession in that to get an option u201CLink to another Incidentu201D from an Incident in any status. From this you can search for master incident, and link the two. Some times it is probably safer not to stop the clock (as the link maybe incorrect), but this action should set a flag on the child ticket so that SLA reporting can exclude all child tickets.
If the master ticket is resolved, then all child tickets should be resolved also (with the same reason).
A linked ticket will then have an option to un-link if it is found to not be a correct link (and this will un-set the child ticket flag).
Regards,
Babu

hi,
in ITIL this is called a "problem". In standard SOLMAN, SAP reserved a specific subject code for this ME01 : Problem message but this solution is not supporting the functionality you need.
You need to develop an action that allows you to link and an action that allows you to unlink a support message to a problem message.
The coding of these action should be like the one used to authorize change request, this action is popping up a list of active project, instead of this, this can be programmed to look for active "problem messages"
For the problem message you can either create a specific document type (different from the support message) or further enhance the SAP functionality by using a support message with this "problem message" subject".
My SOLMAN consultant confirmed me this has been developed for some of his customers.
Before starting this development I would rather ask SAP if there is any further development of this ITIL functionality.
br Xavier

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I do use them in other circuits I occasionally build.
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Patrick Liang
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From the oracle link you gave
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Message was edited by: oracle.dba.89

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Thanks
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Edited by: Jay on Feb 9, 2012 4:14 PM

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Jay.

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