Idea ID: 1768425

Incidents on same service/CI

Status : Waiting for Votes
over 2 years ago

Service Manager has "context" features during record creation, that query and visually show if there are open records for the Service or CI on the record. SMAX does not have a comparable feature. This could be implemented in the suggestions panel on the right, or visual/icons as in SM. Make it configurable so admins could define logic - match on Service only, Service/CI/number of levels. Possibly as a business rule type so we could configure what it does - alert popup, warn/prevent creating the record. 


  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team. 

  • Hi  can you please edit the original description to describe the use case/why vs the solution as many in the community aren't familiar with SM so that will help them vote.  It sounds similar to what we've done with live support but I can't quite tell. i.e., on open requests or other records and why (solution matching? related incidents? etc.)