Relate a Record to a Global RecordRelate a Record to a Global RecordA global record is an incident or problem that documents a root cause of many other issues or that documents something affecting many users. Create global records for events such as computer network failures or widespread flooding in a building.
You can relate service requests, incidents and problems to a global record and manage them via the global record. See the topic Global Records for more information about using global tickets.
The topic below describes the process of relating incidents and problems to a global record in the Incidents (SP) application. You can also view similar tickets and relate selected ones to the global record. See the topic Show Similar Tickets for more information.
In the Incidents (SP) application, display the record you want to relate to the global record.
On the Incident
tab, in the Related to Global ID
field, enter a value or click Detail Menu 
to select an option and retrieve a value.
In the Global Class field,
the system enters the class of the global record.
Click Save Incident
.