Relate a duplicate incident to an incident

[mitzaka]

Hey all, I have a question I'm stumbling upon in ServiceNow. Let's say you have an incident which is a duplicate of another incident, already registered within the system. When I update the first incident, I would like to state that it is a duplicate and relate it to the specified second incident. However, there is no option to do this from within the incident management form. I have the options (related records) of problem, change, but I don't have incident as an option.

When I try to personalize the form, in the slushbucket list I have options for child-parent relationships incident-incident, which is certainly not the case.

So my question is, how could I relate an incident to another incident from the incident form? I think it sounds absolutely reasonable.

Thanks in advance!

[eican]

If the incident-incident relationship is not doing it, you might want to create a new field for that type of relationship.

Best would be to do it as a 1:m.

[mitzaka]

Yes, I thought so. My point was to understand if there is something out of the box for that, but I guess not. And in real life, you often have the need to relate incident to other incidents.

[eican · Accepted solution]

Well, from a process and ITIL perspective you would create a problem ticket at some point and that's where all the incidents get together.

Only exception is a Master incident.

Also you need to define what is a duplicate incident. A duplicate for me is only where it is the same caller, the same CI and the same issue.

And if that user creates an incident for the same thing multiple times I would use the field "related incident as that is already providing you with a 1:m relationship.