Related Lists

kirti0604 · ‎10-05-2017

I need Incident to get populated on Problem Record if it's been raised from a Incident and get listed in the related List. Shown below

It's an OOB feature...but I am unable to find the relevant related list(Problem) on the Incident which will populate the same problem which was raised from the Incident.

because of this I had to go by m2m approach. Please help me on how can I get the OOB related list of Problem on Incident./

/I dont prefer m2m where I know there is already a relationship established in OOB.

Chuck Tomasi · ‎10-05-2017

Related lists are available in one of three ways

There is a reference field (e.g. problem_id on the incident record). This enables the incident related list to be placed on the problem form automatically.
Defined relationships - you select the source and target tables and define what the relationship is in script (e.g. incidents by same caller on the incident form)
Many-to-many relationships - similar to the first, only it uses two reference fields via a m2m definition. Example: users and group memberships, groups and users in that group.

The reason you don't see a problem related list for the incidents OOB is because there are none of the three definitions provided above. This would go against ITIL practices so we don't provide it. You are welcome to create your own if you see a need. It sounds like you've already taken the many-to-many approach, which will work well in this case.

View solution in original post

Chuck Tomasi · ‎10-05-2017

Per ITIL best practices, a problem has one or more related incidents. A change is made up of one or more problems.

What you're asking for is a related list of problems on an incident. This doesn't really make sense unless you take an M2M approach or add your own incident field on the problem form, but that would be redundant and confusing to the related list of incidents below.

kirti0604 · ‎10-05-2017

thanks for your response.

But, here the OOB related lists implicitly shows up there on Problem related lists for all the Inicdnets associated to it. For this reason I am sure we have similar related list on Incident as well(for Prob) but unable to find one.

Chuck Tomasi · ‎10-05-2017

Related lists are available in one of three ways

There is a reference field (e.g. problem_id on the incident record). This enables the incident related list to be placed on the problem form automatically.
Defined relationships - you select the source and target tables and define what the relationship is in script (e.g. incidents by same caller on the incident form)
Many-to-many relationships - similar to the first, only it uses two reference fields via a m2m definition. Example: users and group memberships, groups and users in that group.

The reason you don't see a problem related list for the incidents OOB is because there are none of the three definitions provided above. This would go against ITIL practices so we don't provide it. You are welcome to create your own if you see a need. It sounds like you've already taken the many-to-many approach, which will work well in this case.

kirti0604 · ‎10-05-2017

thats true.

It helped me understand the flow.

Thanks