Hello everyone,
I have a question regarding relationship between Change Request and Problem. I might be misunderstanding something but try to explain the issue I am facing as much as I can. When problem ticket is created, usually there are several Change Request tickets related to the Problem. We want to add those Change Request tickets to Problem and make that relationship visible from both Problme and Change Request.
On Problem’s related list, I have a tab called Change Request. Here, we’re adding related change request.
And I’d like to display related Problem ticket on Change Request’s related list in the similar way but could not find how to configure. As you can see on the screen shot below, Problem ticket is visible as ‘Parent’ field, but user's request is to display this relationship as related list. Can anyone show me how to configure this setting? Please let me know if you need further explanation.
And I created the below Relationship.
Any advice would be greatly appreciated. Thank you!
Hello Mari!
What you want is not exactly possible. Let me explain.
In the problem record, when you go to the "Change Request" tab and add there change requests, you are basically setting the field "Parent" in the change request to have a reference to your problem record. Example here:
The 5 change requests have the field "Parent" set to "PRB0040001".
Now, in the change request you cannot see anything in the "Problems" related list because that related list is showing problems where the field "Change Request" is the same as the current change.
Example here: (based on the first change CHG0040007)
So, in order for you to see any information in the "Problems" related list in the Change Request record, you need to set the field "Change Request" of the problem.
The behavior that you want to achieve is a many to many relationship, where a problem can be associated with multiple changes and vice-versa.
For that, you type "sys_m2m.LIST" in the filter navigator to open the "many to many definitions":
Additional content on this:
Create a many-to-many relationship
Then you create a new record like the following by selecting the "from table" and "to table":
Then press "Create Many to Many".
You will see the message:
Now, you go to the Problem form and add the newly created related list called "Change Requests":
You now go to the Change Request form and add the related list called "Problems":
Now, you can go to your problem and add a change request in that related list:
and if you open the change request you will see that the problem is already there:
Quick and clean solution!!
Sorry for the long post but I wanted to give a deeper explanation on this!
Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!
Best Regards,
Filipe Cruz
Hello Mari!
What you want is not exactly possible. Let me explain.
In the problem record, when you go to the "Change Request" tab and add there change requests, you are basically setting the field "Parent" in the change request to have a reference to your problem record. Example here:
The 5 change requests have the field "Parent" set to "PRB0040001".
Now, in the change request you cannot see anything in the "Problems" related list because that related list is showing problems where the field "Change Request" is the same as the current change.
Example here: (based on the first change CHG0040007)
So, in order for you to see any information in the "Problems" related list in the Change Request record, you need to set the field "Change Request" of the problem.
The behavior that you want to achieve is a many to many relationship, where a problem can be associated with multiple changes and vice-versa.
For that, you type "sys_m2m.LIST" in the filter navigator to open the "many to many definitions":
Additional content on this:
Create a many-to-many relationship
Then you create a new record like the following by selecting the "from table" and "to table":
Then press "Create Many to Many".
You will see the message:
Now, you go to the Problem form and add the newly created related list called "Change Requests":
You now go to the Change Request form and add the related list called "Problems":
Now, you can go to your problem and add a change request in that related list:
and if you open the change request you will see that the problem is already there:
Quick and clean solution!!
Sorry for the long post but I wanted to give a deeper explanation on this!
Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!
Best Regards,
Filipe Cruz
