Link Alert task to Change?

[Henrik Jutterst]

Background

We are running Event Management pretty much out-of-box.

On an Alert record, I've seen operators link the task filed to a Change Request. To me this sounds a bit strange, because I see the task filed as a representation of the current incident that is related to the Alert record. And what I'm unsure of, is what happens when an Alert is being closed and reopened.

To me, I don't see the point of linking to a Change Request, or anything but an Incident. Why? Because the Alert will never update the Change Request with information from the Alert.

Also, linking the Alert record to a task hides the Quick Incident button. And the Change request is never removed from the Alert. That's why I think this is a process issue where I would like input on.

Question

Am I right on this or is there a purpose of linking to other task types then the incident?

Is it a good idea to set a reference qualifier to the task filed on the em_alert table to only display incidents or is there a greater idea being able to link to a change request for example.

[Niklas Peterson · Accepted solution]

Hi Henrik,

In my opinion you are spot on. If you relate an Alert to any other Task then it should be to an Incident. If you then need to raise a Change Request to resolve the Incident then the relationship should be between the Change Request and the Incident.  

Regards,
Niklas

[Henrik Jutterst]

Thanks for the feedback Niklas.

I'll just need to confirm with the customers process team and product owner that I plan to change the reference qualifier on the task field on the em_alert table.

[Henrik Jutterst]

I've submitted an idea to ServiceNow about this.

It can be up-voted here: Lock down task field on em_alert table to incidents only