Linking Incidents to Changes

[#1]

In our instance which I am sure is pretty much out of the box for Change, there is a section at the bottom which links Problems to Changes or would list the problem that the change was created from. How can I recreate that section for Incident so that it would list the incident number that a change was created from or so I could add an incident to a change later.

Thanks,

Andrew

[#2]

What if an incident requires more than one change be associated to it?

The customization you've described will only associate a single CHG at a time with an Incident. If I edit the related list Incident->RFC on a Change form to link to an Incident, that Incident's RFC field will only reflect the last update. There is no 'many' corresponding Related List on the Incident side to reflect that more than one CHG has been linked to an incident.

[Mark Stanger]

You should be able to just create a new many-to-many relationship by creating a new record on the 'sys_m2m' table in the system.

[#4]

And now we come full circle back to my original comment. Yes, it's supported by Service Now but it's up to the user to create these relationships because the automatic linking does not work out-of-the-box. Creating a new m2m table will allow one piece of the puzzle to be solved but the behind the scenes updates that are supported by the Incidents->RFC related list will need to be replicated for the new m2m table, too.

[Mark Stanger]

It's certainly not going to automatically create the relationship for you. Service-now has no way of knowing that you want to have that relationship established. When you set up a many to many relationship, you wouldn't use the existing RFC field and corresponding related list of incidents at all. You would use completely different related lists on both the incident and change tables that were created as a result of the many-to-many relationship you created.
If you pursue a modification like this there may be other scripts that you'll need to modify to accommodate for the change. Again, there's no way that Service-now could do this automatically.

[#6]

In an effort not to reinvent the wheel, I'd like to pursue this by using the same logic that's already built-into Service Now with the Incident->RFC related list and apply it to m2m tables.

What scripts are engaged when the Incident->RFC related list is edited? I tried checking my syslog and audit logs but couldn't find anything useful there. I assume the scripts will be in the global table?