' Related Incidents' field on problem list table not in sync with the problem record form

[matthew_hughes]

We've noticed a synchronisation issue with the 'Related Incidents' value on the problem list table with that on the problem record form.

The above screenshot in the problem table list view shows that there are no related incidents assigned to it. However, if I open that problem record in the form, it shows one incident related to it:

So I was just wondering if somebody has come across this problem before or if they know what could be causing this issue.

[Service_RNow]

Hi,

on problem form related list can be added by configure related list since incident has a problem_id field which refers to problem

Is the relationship defined for this ? if not then you need to create a relationship between those 2 tables

1) in left navigation type relationships under system definition

2) click new -> give name you want Problem for Incident

3) applies to table -> incident

queries from table -> problem

script as below

(function refineQuery(current, parent) {

// Add your code here, such as current.addQuery(field, value);

// parent refers to record on which related list to be shown

current.addQuery('sys_id', parent.problem_id);

})(current, parent);

screenshot below

now go to incident form; configure related list; search for the related list with the name given in step 3 and add click save

Mark ✅ Correct if this solves your issue and also mark ???? Helpful if you find my response worthy based on the impact.

[Voona Rohila]

Hi Matthew

There is a BR which updates Related Incidents count on problem record,can you check if it is active 

Update Problem Incident Count - https://<<instancename>>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=8e8cab430a0a3c7401c47494518a481a

Is this happenning for all the problem records?

[matthew_hughes]

Hi Rohila,

It seems to be ones that match the following criteria:

[Voona Rohila]

So the count is not getting calculated?Check the history.

Can you test it out in non-prod instance for one of the above filtered problem and check if count is re-calculated or not.

Also verify 'Update Problem Incident Count' BR conditions and code.