How do I manage relationships for action plans?

Action plans can have relationships to other objects. For example, an action can be blocked by another object, or a duplicate of another object.

About Relationships

Agents can create business-driven relationships between service requests and leverage them to make updates across SRs. You must enable this feature in Functional Setup Manager.

Enable Relationships

To enable the Relationships feature:

In the Setup and Maintenance work area go to the following:

• Offering: Service

• Functional Area: Action Plans

• Task: Manage Action Plan Profile Options

1. Select the profile value ORA_SVC_AP_ENABLE_OBJECT_LINK.

2. In the drop-down list of the value, select Yes.

3. Click Save and Close.

Now, you can set the type of object link that's used for the relationship. For example, blocked, or duplicate.

1. Click the profile value ORA_SVC_AP_DEFAULT_OBJECT_LINK_TYPE.

2. Select the relationship type from the Profile Value drop-down list.

3. Click the Add (+) icon to continue adding the relationship types you want to use.

4. When you have finished, click Save and Close.

5. Click Done.

Manage Link Types

You can manage link types in the Manage Object Link Types task.

In the Setup and Maintenance work area go to the following:

• Offering: Service

• Functional Area: Service Request

• Task: Manage Object Link Types

To edit or disable the predefined object link type:

1. Click the link type in the list.

2. Make your changes. To disable, deselect the disable check box.

3. Click Save and Close.

To create a link type:

1. Click Create Link Type.

2. Enter all the required information:

   • Name

   • Short Name

   • Outward Value

   • Inward Value

3. Select the check box to enable the type.

4. Click Save and Close.