How to relate an incident to a problem?

[Dinesh Kumar P2]

Hi ,

As Per my requirement i created a reference field in Problem Form which   refers to incident table.

When i select any record from incidents in that reference field and click on save that incident should get relate to that problem and   in Related list that problem should be visible under   Incident->Problem .   How to achieve this ?

[Brad Tilton]

I think there is already an one to many relationship from Problem to Incident with a problem field on the incident form and then the incidents appearing in the related list on the problem form. Typically you could multiple incidents related to a problem, but only one problem to an incident.

[Ben LaChance]

First, have you made sure the related list isn't already available?   Right click on the form header, go to configure, and choose Related Lists.   Look for the desired relation there, and move it to the right side of the slush bucket if you find it.   If it's not there, you want to look into a defined related list.   The wiki entry is here: Creating Defined Related Lists - ServiceNow Wiki

You will have to write a query or two on the table you are looking to get the information from, but for a defined related list, they're usually pretty painless.   This is where you probably want to go for most of your related lists in my experience.   It's targeted towards a single field, and is kind of a one way link.   If you need that ability for lists to reference lists, or more functionality than the defined related list can provide, then you may want to look into creating a many to many relationship. (Wiki: Creating a Many-to-Many Relationship - ServiceNow Wiki)   They are more complex, and I would definitely see if you can make a defined related list before trying this.   You can find your many to many relationships in the same place you can find the defined related list.   You can also show your many to many relationships in the form itself, although it sounds like that is outside what you want to accomplish.

To get a little more specific for your problem, if I understand what you want, I think you'll actually want a field on the Incident table that references the Problem.   By default, there is already such a field on the Incident table, named problem_id and labeled problem.   Look under the Related Records tab.   If it's not there, configure the form and place it on the form where you would like it.   Similarly, I'm pretty sure the related list already exists on the problem form by default (labeled Incidents).   If it's off in your instance, just follow the steps at the start of this answer. Additionally, if you have the New and Edit buttons enabled on that form, you can add an incident to the relation by either creating a new one by clicking new, or adding an existing one with the Edit button, so that you don't need to leave the problem to connect the incidents.   Let me know if I misunderstood the question and I'll do my best to follow up.

[pagdenl]

What if you have several incidents that relates to one problem, how do you get those Incidents to show in the problem?

[saha_namrata92]

Hi,

Got a similar requirement like Dinesh.

Need to create a reference field in problem table which will refer incident table and on selecting an incident number on that field. After saving the form in the related links in problem table, that selected incident will be linked.

Please let me know how it can be achieved?