Problem Mgmt Multiple Changes Related to Problem

sgmartin
Kilo Guru

We're just getting into Problem Management in Jakarta and the person leading this has requested we provide the ability to link a problem to multiple Change Requests.   In fact, multiple CRs to a single Problem Task.   His take is that a Task could require multiple CRs to resolve.   I know there is a field on the form to link a Problem to a CR, but that is only one.   Like the Incident tab where you can link multiple Incidents to a single Problem, we would need a new tab for Change Requests.   I would like to convince him to add the multiple CRs to the Problem and not the Tasks.   Then if I have a new tab for CR, I can show them in a list and possible show what Task they would be for.

How is that tab in the Problem form configured and how can I add another tab for Change?

1 ACCEPTED SOLUTION

Ah, anytime there is a relationship defined between records, the system makes it available in "Configure>Related Lists". This means, because Incident has a field called "Problem", on Problem there is also a related list available to show all incidents where the current problem is in that field. You create Relationships when you want to create more complex logic to look up records. For example, you could create a relationship (that will result in a "Related List" available to you on the form) to show you all problem tasks for the problem and apply that to incident. That would look like this:



find_real_file.png



then I can add that related list to my incident form so I can see the tasks under the "Problem":




find_real_file.png



In the case of Problem, out of box it has a many-to-one relationship with Change. (A change can be for many problems, but a problem can only have one change). It sounds like your developer created a relationship between Problem Task (child of problem) and Change. If that's the case, then you'll have to figure out how they defined that relationship so you can write a script like above. However, if he created the relationship between Problem and Change, then the related list is created automatically and you should be able to find it as "Change Requests" (not the parent one) when you select Configure > Related Lists on the Problem form.


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6 REPLIES 6

JohnnyJ
Giga Contributor

Q: Shouldn't Incident hold the association for the CR that fixed the issues and multiple issues to a problem ticket?   Normally we assign an incident to the team that will resolve the issue, sometimes multiple teams are involved and a child INC is assigned to each team and they in turn spin up CRs as required. Is this not an ITIL process?


It is my understanding that if a problem or incident raises a change, and then that change is applied successful, the related record will auto close as well.  If the change closes failed or unsuccessful for whatever reason, would the process revert back to working in the originating ticket (whether it was an incident or problem) to reassess the requirements of the change, and then implement another change, OR, does the work to assess why the change failed stay with the change?  I believe I just answered my own question.  Logically, it seems the work to readdress the change should stay in the change ticket until successful?  What is the ServiceNow process flow for this-- I can't seem to locate how a failed change should be worked within the change module or back to the problem/incident?  Any direction on a resource would be helpful.