chrisnutt Posted May 3, 2019 Share Posted May 3, 2019 Hi, Today I've been going through some complicated requests in our system and have had to link a few. It occurred to me that what would really be helpful/useful is to specify a relationship when linking requests. For example: Caused by Solved by Potentially related Parent Child and so on. I imagine that this could be managed by a simple list so everyone could create their own relationships. Is this something that exists already that I've missed? If not, can I make it a feature request? Many thanks Chris Link to comment Share on other sites More sharing options...
ArmandoDM Posted May 3, 2019 Share Posted May 3, 2019 Hi @chrisnutt this feature already exists. In order to define new type of relationships, you need to access the admin tool and add new elements as you need. See screenshot. Here is the documentation for more detailed info:https://wiki.hornbill.com/index.php/Service_Manager_Relationships Hope this helps Regards Armando Link to comment Share on other sites More sharing options...
chrisnutt Posted May 3, 2019 Author Share Posted May 3, 2019 @ArmandoDM Lovely! I'll give it a try Chris Link to comment Share on other sites More sharing options...
chrisnutt Posted May 3, 2019 Author Share Posted May 3, 2019 @ArmandoDM This has worked. Thanks very much. Is there an easy way to report on these links/relationships? For example, if I wanted a list of all incidents caused by a particular change in a month. Thanks Chris Link to comment Share on other sites More sharing options...
Victor Posted May 3, 2019 Share Posted May 3, 2019 @chrisnutt the information you are looking for is stored in h_sm_relationship_entities table. You need to query this in conjunction with h_sm_relationship_types and/or h_sm_relationship_links tables and optionally in conjunction with h_itsm_requests table. You can build a report joining these tables. Let us know how you get on... 1 Link to comment Share on other sites More sharing options...
chrisnutt Posted May 13, 2019 Author Share Posted May 13, 2019 @Victor Thanks. I think I'm nearly there. I have created a report that returns the attached. There is only one problem In the attached, the relationship I have defined is that the incident has been caused by the change. When setting up the "Caused by" relationship I stipulated a reverse of "Caused". What I was hoping to see is that the report would return that: IN00108231 was caused by CH00107625 and CH00107625 caused IN00108231 However, this doesn't seem to have come across. I haven't linked into the request table though. Will that be needed? Thanks Chris Link to comment Share on other sites More sharing options...
Victor Posted May 13, 2019 Share Posted May 13, 2019 @chrisnutt can you post the report definition? EDIT: .... report definition file I mean... Link to comment Share on other sites More sharing options...
chrisnutt Posted May 17, 2019 Author Share Posted May 17, 2019 @Victor Sure, see attached. Thanks Chris it-request-relationships.report.txt Link to comment Share on other sites More sharing options...
chrisnutt Posted May 28, 2019 Author Share Posted May 28, 2019 @Victor is the above not what you were after? Chris Link to comment Share on other sites More sharing options...
Victor Posted May 29, 2019 Share Posted May 29, 2019 @chrisnutt - haven't looked yet but will do as soon as possible, please bear with me... Link to comment Share on other sites More sharing options...
chrisnutt Posted May 29, 2019 Author Share Posted May 29, 2019 @Victor No problem. Link to comment Share on other sites More sharing options...
Victor Posted June 11, 2019 Share Posted June 11, 2019 @chrisnutt sorry for the delay on this... the issue lays with the JOIN condition, you would need to join "The user type" column in the "Relationship Entities", instead of the "The relationship link ID". Like this: I have to admit though, the name of the column: "The user type", does not really describe what it actually is ... Link to comment Share on other sites More sharing options...
chrisnutt Posted July 2, 2019 Author Share Posted July 2, 2019 @Victor, thanks for this. I've been off for the last couple of weeks so will look into this again when time allows and update you. Thanks Link to comment Share on other sites More sharing options...
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