can i link cases to problems instead of incidents?

[tbbusby]

We primarily use case management but are looking at one of our teams using problem management.  I know if we use Incident management we can link multiple incidents to a single problem, can that be done with cases?  If our other team uses Problem Management can our other teams create cases and link multiple cases to a problem ticket?

[Anwesha Patra · Accepted solution]

Hi,

Yes you have to make the following configuration as an admin first:

1. Just go to Problem form and click on additional actions. Navigate to Configure>Related Lists

2. Select 'Case>Problem' from the available list to Selected list

Related list 'Case' will be visible on the Problem record. Agents can add multiple cases to the same problem record using edit button. Note: Make sure the agent has role = sn_customerservice_agent to have access to case table (to associate the record with problem)

Regards,

Anwesha Patra 

[tbbusby]

Thank you!  This is perfect!