Relating records to a problem ticket

[PRADEEPREDDY GU]

Steps to recreate
1) Open a problem ticket
2) Relate an incident to the record

Results - you will see a related incident appear in the related records tab. However in the Incidents TAB, no incident is linked

Alternatively, add an incident from the Incident TAB, no related incident appears in the related records tab.

However, if you create a Problem from an Incident using the menu inside an incident, both the related records and the incident tabs are updated with the incident record.

PFB...

Question, why when adding related incidents is it only updated in one place, and when you create a problem from an incident it updates both areas for related tickets?

Thanks in advance, Can anyone help me on this

[Community Alums]

The [incident related list] on the [problem record] shows the following:

- [Incidents] where the "Problem" field is set to the current [Problem] you are viewing

I believe the "Related Items" formatter you are using functions in a different way, it does not modify parent problem nor child incident records with these specific linkages, it must generate a relationship using a separate record to make a correlation.

[Slava Savitsky]

In base system, tasks are typically related to each other in a one-to-many manner via reference fields (e.g. Parent). Records related in this way are displayed as a reference field on one side and as a related list on the other side of the relationship.

For many-to-many relationships between tasks, there is a plugin that can be activated. It is also automatically activated with some other plugins that depend on it. With that plugin comes the formatter that displays relations directly inside the form, similar to how it is done with CI relations.

These two methods of relating tasks are completely independent and store relationship information in different places, so it is not to be expected that when you add a relation in one place, it would also appear in the other one.