Can't link incidents to a problem

[AshleyKerchhoff]

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

[Aditya_hublikar]

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 .

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

Regards,

Aditya

[glideFather]

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

[AshleyKerchhoff]

Hi @glideFather 

Thanks for the response. I checked the following:

Everything looks in order.