Link between incident and Problem module

[J_47]

What is the link between incident and Problem module?

[J_47]

Which is used in what scenario?

[sushantmalsure]

Hi @J_47 

refer to this thread , its well explained here.

https://www.servicenow.com/community/itsm-forum/incident-vs-problem-vs-change-need-a-simple-real-tim...

[Community Alums]

Hi,

In ServiceNow, the link between Incident and Problem modules is established through the "Problem" field on the Incident table. This allows you to associate Incidents with underlying Problems and address root causes to prevent future disruptions. It promotes a structured approach to resolving issues and improving service quality.

Here's how the link works:

1. Incident Module:

   • The Incident module is used to record and manage issues or disruptions reported by users or detected by monitoring systems. It represents a single event or occurrence that impacts the normal functioning of a service.

2. Problem Module:

   • The Problem module is used to investigate the root cause of recurring or significant Incidents. It helps in identifying and addressing the underlying cause to prevent future incidents from occurring.

Linking Incident to Problem:

• When an Incident is reported, and there are signs that it might be part of a larger or underlying problem, you can manually link the Incident to an existing Problem record in ServiceNow. This link is established by selecting the appropriate Problem record from the "Problem" field on the Incident form.

• Once linked, you can easily navigate between the Incident and Problem records using the relationship established by this field.

• Moreover, you can also track the number of Incidents associated with a particular Problem, which helps in understanding the impact of that Problem on the organization's services.

• Additionally, on the Problem record, there is usually a related list that shows all Incidents linked to that particular problem, making it easier to see the incidents associated with it.

The link between Incident and Problem allows IT teams to follow a structured approach in resolving issues. Incidents help in addressing immediate user concerns, while Problems focus on investigating the root cause and implementing long-term fixes to prevent future incidents. This relationship helps in reducing the impact of recurring issues and improves overall service quality.

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Thanks,

Prasad.