How can ITIL user(s) add 'Closed' Incidents to a Problem Record?

[Community Alums]

Hi,

My Problem Manager is unable to add 'Closed' Incidents to a Problem Record, can this be enabled? If so, what is the best way to enable this for users with ITIL/ITIL_admin role? As an admin, I am able to do this.

Thanks.

[ccajohnson]

Please let us know how you currently add Closed Incidents to a problem record. Is it through the Problem record, or is it through the Incident record. Please include screen shots and walk us through the procedure so we can narrow our solution accordingly.

[Allen Andreas · Accepted solution]

Hi,

OOB Closed Incidents can not be added to Problem (whether that's by using the "related records" tab within the Incident or by going to a problem and looking at the related Incidents and then trying to click "Edit" -- those records will show as eligible selections, but once you pick one that is closed and try to add/save...it won't apply...as you may have already seen).

To allow Closed Incidents...you'd need to edit the "write" ACL for the Incident table to allow the Problem field to be edited/changed. You may need to add edit the table level "write" ACL and then create a subsequent table.row "write" ACL. Once you do that...users can then add a problem to an Incident.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Harsha34]

Hello Allen,

I created below 2 ACLs but no luck. Please correct me here. Your help is appreciated as always.