Create enhancement from incident

[LoriC]

From within an incident we can create enhancements and defects. I'm now looking for documentation on how those items are tied together. Currently, when I create an enhancement, the incident stays in the state of In Progress and I don't see where it indicates that an enhancement has been created. Nor do I see in the enhancement form how it ties back to the incident. I am making an assumption that this is possible? If there is any detailed documentation available that would be helpful. Thanks!

[Danish Bhairag2 · Accepted solution]

Hi @LoriC ,

In ServiceNow, the relationship between incidents, enhancements, and defects is typically managed through the "Related Records" tab on the incident form. Here's a general overview of how it works:

1. **Creating Enhancements/Defects from an Incident:**

   - When you create an enhancement or defect from within an incident, the system usually establishes a relationship between them.

2. **Related Records Tab:**

   - On the incident form, check the "Related Records" tab. This tab should display a list of related records, including any enhancements or defects linked to the incident.

3. **Configuration:**

   - The behavior you're describing (incident staying in the "In Progress" state) might be influenced by the specific configuration of your ServiceNow instance.

   - Check the business rules or workflows associated with incidents, enhancements, and defects to understand how they are interconnected and how their states are managed.

4. **Linking Fields:**

   - Ensure that there are fields linking incidents to enhancements/defects and vice versa. Common fields for linking are "Parent Incident" on enhancements/defects and "Child Incidents" on incidents.

5. **Documentation:**

   - For detailed documentation specific to your instance or version of ServiceNow, refer to the official ServiceNow documentation or contact your ServiceNow administrator.

6. **Community and Support:**

   - Utilize the ServiceNow community forums or support resources where you can ask questions and get insights from other ServiceNow users.

Keep in mind that ServiceNow configurations can vary, and specific details might depend on your instance's customization. If you have access to your ServiceNow documentation portal, that would be an excellent place to find in-depth information tailored to your version and setup.

Thanks,

Danish

[Danish Bhairag2 · Accepted solution]

Hi @LoriC ,

In ServiceNow, the relationship between incidents, enhancements, and defects is typically managed through the "Related Records" tab on the incident form. Here's a general overview of how it works:

1. **Creating Enhancements/Defects from an Incident:**

   - When you create an enhancement or defect from within an incident, the system usually establishes a relationship between them.

2. **Related Records Tab:**

   - On the incident form, check the "Related Records" tab. This tab should display a list of related records, including any enhancements or defects linked to the incident.

3. **Configuration:**

   - The behavior you're describing (incident staying in the "In Progress" state) might be influenced by the specific configuration of your ServiceNow instance.

   - Check the business rules or workflows associated with incidents, enhancements, and defects to understand how they are interconnected and how their states are managed.

4. **Linking Fields:**

   - Ensure that there are fields linking incidents to enhancements/defects and vice versa. Common fields for linking are "Parent Incident" on enhancements/defects and "Child Incidents" on incidents.

5. **Documentation:**

   - For detailed documentation specific to your instance or version of ServiceNow, refer to the official ServiceNow documentation or contact your ServiceNow administrator.

6. **Community and Support:**

   - Utilize the ServiceNow community forums or support resources where you can ask questions and get insights from other ServiceNow users.

Keep in mind that ServiceNow configurations can vary, and specific details might depend on your instance's customization. If you have access to your ServiceNow documentation portal, that would be an excellent place to find in-depth information tailored to your version and setup.

Thanks,

Danish

[Amit Gujarathi · Accepted solution]

HI @LoriC ,
I trust you are doing great.
Please find the below video on how to create related list using relationships.