Issue with linking incidents to problems

[nosferatu]

Usually, within Problems, we have a related Incidents list at the bottom which will show us all INC's attached to the PRB. If we hit edit, we used to be able to search for the INC and attach it to the PRB. Since a recent version update, we now see not INC numbers in the edit list, but a handful of sys_id's and the rest are all closure codes. We're a little confused and I've looked everywhere in ServiceNow and can't find a way to fix it! I've looked to personalise All, so I could see all scripts, rules etc on problem and incident and I just cannot figure it out. I'm seriously confused - anyone have any bright ideas?

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[Masha · Accepted solution]

First I would suggest you check and make sure that the Display column is set correctly on Incident. System Dictionary - ServiceNow Wik

[rob_blakey]

To add to what Masha has advised, we had the same problem, where we had two 'display' columns selected which broke all of the search and filter options for the problem module.

Upon inspection of the system dictionary, we removed the additional display column of "True". By default I believe the only display value of true is set to: task number.

Regards,

Rob

[nosferatu]

Thanks to both Rob & masha - it was indeed that we had Sub Closure Code marked as True on display for some unknown reason!

[bernyalvarado]

Hi Dan,

Masha and Rob may be right.

It also could be that your incidents do not longer exist in your system. You can validate this by grabbing one of the sys_id listed and search for it on the incident list (incident.list) using the condition builder and filtering by sys_id.

If you don't find any record with that sys_id then these records for which you can only see sysIds are broken references still related to your problem.

Thanks,

Berny