Can't link incidents to a problem

AshleyKerchhoff
Tera Contributor

yesterday

Hi SN Community

 

I am having an issue linking an multiple incidents to a problem (as per screenshot) in Workflow Studio in SN Australia. I can see this worked on older versions like Yokohama.

 

I understand that a few things have perhaps changed in Australia. I believe that ITIL changes have potentially changed how incidents interact with problems and there is a move to using lists. Also, it seems that there is a big move to have a lot more plugins to enable functionality for incidents, changes and problems.

 

I am not necessarily looking for the answer but if anyone knows of the correct documentation to consult to get me able to to link these incidents and problems and to make this knowledge my own, I would really appreciate it.

 

Kind regards

Ashley

0 Helpfuls
  • 69 Views
2 REPLIES 2

Aditya_hublikar
Giga Sage

10m ago

Hello @AshleyKerchhoff ,

 

There is no problem field on incident form related record section in australia release . In earlier version there was field for connecting incident to problem, change records .

Aditya_hublikar_0-1793610100740.png

 

 

If this helps you then mark it as helpful and accept as solution .

Regards,

Aditya

0 Helpfuls

glideFather
Tera Patron

a minute ago

ahoy @AshleyKerchhoff,

 

check and ensure that the following plugin is installed, eventually you can try to repair it:

Problem Management
IT Service Management

Plugin id: com.snc.problem

 

https://yourDomain.service-now.com/now/app-manager/home/plugin/id/com.snc.problem/details

glideFather_0-1793610621619.png

 


✂-----Cutting-out-the---✦AI-noise✦---All-replies-written-and-vouched-for-by-GlideFather---
0 Helpfuls