Information Technology Reference
In-Depth Information
Verify that the incidents are listed under work items, as shown in Figure 4-35.
5.
FIGURE 4-35
Related incidents
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LINKING INCIDENTS TO PROBLEMS
You can learn more about linking incidents to problems at
http://technet.microsoft.com/
Resolving problems and related incidents
An advantage to linking incidents with problems is that you are able to resolve all incidents
that are linked to a problem automatically when you resolve that problem. To resolve a prob-
lem and its related incidents, perform the following steps:
1.
In the Work Items workspace of the Service Manager console, locate the problem that
you want to resolve in the Active Problems node, under the Problem Management
node.
Select the problem, and click Edit in the Tasks pane.
2.
Select the Resolution tab. In the Tasks pane, click Resolve, and then select Auto-Re-
solve All Incidents Associated With This Problem under Resolution Details, as shown in
Figure 4-36. Also select a resolution category and an appropriate resolution descrip-
tion.
3.
