Problem-incident relationship

[Mike15]

Hello Guys

We have a problem record and when we adding an Incident records in related list , The incident with state =closed is not getting added ,I get to know this is OOB 

So what need to be configure to enable this behavior so all users with ITIL OR NON-ITIL can add incidents with state=closed and active=false in Problem record ?

[Community Alums]

Hi Mike,

You need to adjust the ACLs on the incident table so that users with ITIL-roles can write in the "problem_id" field even when the incident is closed.

. Goto Related list

2. Search for Problem and Default view

3.Try adding this

Then you will have to re-do some of the basic "write"-operation ACL:s on the incident table that applies after a record has been closed.

Something like this:-

1. Create a new "role" called problem manager.
2. Associate my user account to the new role.
3. Create a new access control record allowing the Problem Manager role the ability to write to incidents when the problem field is empty;

Please mark the Appropriate answers correct & Helpful

Thanks,

Sandeep

[shloke04]

Hi Mike,

Please follow the steps in order to achieve your requirement:

1) You do not need to modify any ACL here.

2) This is controlled using a Script Include named as "BulkAddIncidents".

3) Navigate to the module "Script Include" as shown below:

4) Search for the Script include named as "BulkAddIncidents" as shown below:

Open this Script Include and Navigate to Line Number 24 as shown below. Comment that line out and write a new line just below that as shown below:

var fixedQuery = parentColumn + "ISEMPTY";

This is working for me in my PDI as shown below and I am able to select Closed Incident as well:

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Laurent BRUNEL]

Hi shloke,

the Script include named as "BulkAddIncidents" has changed in Tokyo release

can you tell us what do we have to modify in order to have the same result ?

(add closed incidents in the related list of a problem)

Thank you

Regards

Laurent

[Gareth Davies1]

The ability to add closed incidents to a problem is now out of the box functionality controlled by a property. From the San Diego release notes...

Add or remove any closed incidents to and from a problemAdd or remove any incident, including closed incidents, on a problem record.

Note: This feature is available only on the classic UI.

The Who can relate closed Incidents to a Problem? property (problem.role.relate_closed_incidents) is introduced in the San Diego release. When the property value is set to Problem Coordinators, you can add incidents, including closed incidents, to the problem record. You can also remove the closed incidents from the problem record.

To remove closed incidents from a problem form, the Remove Incident UI action is added on the Problem form at the list context menu and list choice levels.