Good morning is to request support and I need to know how to configure that an incident can have as a child a request
There's no out of the box configuration to allow this type of relationship.
Is anybody aware of a customization to accomplish this?
I agree with Alex here - I dont think this could be done with out a fairly major amount of customization. I think this is designed this way specifically due to the ITIL methodology - you wouldnt have a request be a child of an incident.
There may be some folks out here who have done this type of customization and may be willing to share with you
I did something similar - allow a Problem to have requests and incidents as children - for a client a few years ago on r12.1. The solution involved edits to the list forms list_cr etc., which embody some rather complex behaviour, and although I met the original requirement quite quickly it soon became obvious that there were unforeseen consequences elsewhere that took some time to deal with. The forms have changed somewhat since then, so I would have to start from scratch to repeat that today - and if asked to do that today I hope I would push back a little harder than I used to
Personally, I would question the business need and, as Jon points out, the ITIL alignment of the process. Would the proposed child request be more appropriately raised as a 'standard change', for example?
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