"Caused by Change" in Problem Mgmt

[phenkry]

Hi community

I have a requirement to in the problem table introduce a custom field "Caused by Change" referencing the change_request table, the same that is OOB for incident. What do you think of that from an itil perspective? Does it go against the process, or is it a sensible requirement?

thank you for any responses - Parker

[Najmuddin Mohd]

Hi @phenkry ,
Generally a problem is created when Multiple Incidents are created of same issue and Incident has a field referencing Change request.

So, checking the Incidents of the problem and knowing the change that resolved it would give you Change record.


If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin.

[Dr Atul G- LNG]

Hi @phenkry 

I have a requirement to in the problem table introduce a custom field "Caused by Change" referencing the change_request table, the same that is OOB for incident. What do you think of that from an itil perspective?

Atul: No , it is not a good way , a problem starting point is Incident not change, so as per me as BPC, not agree on this & it is against process.

[MaikNeon13]

Hello Parker. This approach can be useful for root cause analysis and creating better interaction between change management processes and issues. However, it's important to consider how this will affect your team's workflows and whether it will be an additional workload for analysts.