Incident Link to Change

[MarkD6245542477]

Hi Needs some help understanding the design of the link to Change from Incident. Why is it that when the Change Request and Caused by Change are populated that the Parent doesnt get populated which is the reason there is no related Change on the Incident. 

[Tanushree Maiti]

Hi @MarkD6245542477 ,

1. Caused by Change field   is designed to record which change created the incident. It is a reference to the change_request table.

2. Change Request (rfc) field is designed to record which change is intended to fix the incident.

3. Out-of-the-box (OOTB), these fields are reference fields, not hierarchical parent-child relationships, meaning they point to a change record without establishing the Parent field mapping.

4. When you create a Change from an Incident, you are creating a link between two distinct records, not a parent-child inheritance. Therefore, the Parent field on the change is left empty

Refer: KB0815551 "Incidents caused by change" related list in change request showing Incidents attached to ... 

   https://www.servicenow.com/community/itsm-forum/change-request-relationships-and-parent-field/m-p/90...

https://www.servicenow.com/community/itsm-forum/linking-incidents-to-changes/td-p/864127