Is there a way to relate a Service Request to a Problem?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
08-08-2022 03:30 AM
Pretty much as the title says.
We're creating a number of Service Requests so users can request work arounds to specific problems. Is there away to relate the SR to the Problem?
When I look at a problem I want to see how many requests have been raised for it.
I know I could just report on the SR, knowing that it's been created for this problem but I want to have some sort of relationship between the problem and the SR.
Is that possible? I can't really find a related list for it..
- Labels:
-
Scripting and Coding
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
08-08-2022 05:44 AM
Thanks all for the responses.
The reason for doing this is simple. We have a problem, and the caller has to get us to do something in the workaround. We can create a SR to get the relevant information for us to action the workaround. The workaround isn't something the caller can do for themselves. I want to be able to attribute the SRs raised to the Problem in the system.
I agree that in a pure world, these requests are incidents. But that's not the approach that is being taken this time round.
Sounds like there's nothing OOB to do this, but some suggestions on how I can put something in place.
Thanks all.

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
08-11-2022 07:09 PM
That's a really interesting use case, thanks for sharing.
ServiceNow Nerd
ServiceNow Developer MVP 2020-2022
ServiceNow Community MVP 2019-2022