Related RecordsRelated RecordsA ticket or work order can be related to other tickets and work orders in several ways. You can create these relationships for information purposes, or the system can create relationships when you take certain actions.
The word "ticket" is a generic term for service requests, incidents, and problems.
Using any ticket application or any work-based application, you can view similar records and relate tickets and work orders to the current record for reference (information only), by creating a RELATED relationship between the records. Relating records creates an ad-hoc relationship between records; it does not drive status inheritance, affect workflow, nor follow a set of business rules.
Note: "Work-based applications" include Work Order Tracking (SP), Changes (SP), Releases (SP), and Activities and Tasks (SP).
You can view similar records and create a related relationship in three ways:
Use the Related Records tab of the application.
On the main tab of the application, click Detail
Menu 
next to one of the following fields, and select
the required action, listed below:
Field Name Details Menu Action
Reported by View Tickets and WOs
Name View Tickets and WOs
Affected Person View Tickets and WOs
Name View Tickets and WOs
Service Group View Related Records for Service Group
Service View Related Records for Service
Location View Work Details
Asset View Work Details
Configuration Item View Work Details
Note: The View Tickets and WOs details menu action is available only in the ticket applications.
The field from which you select the action to launch the dialog box determines the results set. For example, if you launch the action from the Reported by field, the system displays all of the tickets and work orders associated with the Reported by user.
Use the Show Similar Tickets action from the Select Action menu in the toolbar from any tab of a ticket application, except the List tab.
Relating records informally lets agents navigate to related records, view related information for similar records, and view open tickets associated with a field.
You can relate tickets and work orders to a record more directly when you create a FOLLOW-UP record from the ticket using one of the Create actions from the Select Action menu on the ticket. A follow-up record can be a ticket or a work order. In some cases, a follow-up ticket or work order might drive the status of its originating ticket. An originating ticket can not change the status of a follow-up work order, nor can a follow-up ticket change an originator's status if there is more than one follow-up. These options are configured by the system administrator.
A global ticket is an incident or problem relating to an issue that affects many users. You can relate tickets, including service requests, to a global ticket, which creates a RELATEDTOGLOBAL relationship. This relationship lets you manage the tickets via the global ticket. When you change the status of the global ticket, the system changes the status of all globally-related tickets. In addition, if your administrator has set up automated notifications of status changes, the system changes the status of the tickets related to the global issue. For example, all of the initial requestors reporting the same issue are notified of its resolution. On the global ticket, you can also view a list of related records and view the work and communication logs for all related records.