Query on Fix Notes Copied from Problem to Incident

[pgvaishnav]

Hi Team,

I am trying to understand from where the Problem Fix Notes are being copied into the Incident Work Notes.

Scenario:
When an Incident is in On Hold – Awaiting Problem state, and the linked Problem record gets resolved, the Fix Notes from the Problem are automatically copied into the Work Notes of the Incident, and the Incident is then resolved.

I have been trying to identify where this behavior is being triggered from (Business Rule, Flow, Workflow, Script Include, etc.), but so far I haven’t been able to locate it.

Could you please help me identify where this update is happening?

Thanks in advance.

[Dr Atul G- LNG]

Hi @pgvaishnav 

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/sys_ui_action.do%3Fsys_id%3D71...

[prajwalvais]

Hi @Dr Atul G- LNG ,
Thank you for your response, This is manual communication between the Problem and incident for example below

Problem record

When i click on resolve button 

On incident record which is linked to it is automatically updated to resolved with work notes, resolved by, resolution code.

So was finding like from where does this details are getting updated on incident record.

Thank you
Prajwal

[pgvaishnav]

Hi @Dr Atul G- LNG,
Thank you for your response,
This is the way which we communicate manually between incident and problem, But when I resolve the problem the fields are automatically getting copied from problem record to incident.
For example
Problem Record

When resolved

On Incident form the resolved by, resolved at resolution notes, work notes are all copied automatically, So was curious to know how the data is being copied from problem to incident

Thank you
Prajwal

[Dr Atul G- LNG]

Hi @pgvaishnav 

https://www.servicenow.com/docs/r/yokohama/it-service-management/problem-management/sync-btwn-inci-p...

Also you can see the code of UI action i shared.