Related list issue with Problems and attached Incidents

Tom Alday · ‎02-18-2014

So we have a Problem that has a few Incidents have been manually attached to it from the related list on the Problem record

The way I believe it should work is that if I go into one of those Incidents (ex INC0025026) I should see this Problem in its Related list under "Problems", but I'm not seeing it

It does this the other way too, if I add a Problem to an Incident using the related list on the Incident record that Incident doesn't show up in the related list in the Problem record. Am I doing something wrong? It seems like they should be connected, but they don't seem to be...or I'm doing something wrong, which is possible.

geoffcox · ‎02-19-2014

m2m can be confusing at first, but it's a key concept.

You should already see a new related list available when personalizing related lists on the problem form as well. It should appear by the name you gave it above ("Incidents").

You won't see anything in the related list until you relate the incidents to the problems (thus populating your new m2m table). If you select Edit on the related list on the problem form, you can select the incidents to relate to the problems, or vice-versa on the incident form.

If you have some kind of meeting maker and want to call me to discuss sometime, we can schedule something.

Cheers,

Geoff.

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Tom Alday · ‎02-24-2014

Ok, now I'm seeing another issue. My ITIL users can see the related list, click Edit and get the slushbucket to add Incidents or Problems, but when they hit Save in the slushbucket nothing gets added to the related list. It's almost like they don't have rights to add to the m2m table. How do I give them this ability?

eican · ‎02-24-2014

We have a similar issue and for us it is caused as the incident/a is already closed. Therefore no user can change the value of the problem_id field.

You need to create an exception to allow your users to update that field even though the incident is closed.

Tom Alday · ‎02-24-2014

That's not it. These Incidents are definitely in an active state. It's apparently a rights/role issue since as Admin I have the ability to add them without issue, but my ITIL-only account can't.

eican · ‎02-24-2014

Well, actually I am talking about an ACL issue.

Check which ACL affect the field and under which conditions your itil users have access to it or not.

Tom Alday · ‎02-24-2014

I can't see any ACL's that would be causing this. It goes both ways, the same thing happens if an ITIL user tries to add Incidents to a Problem from within the related list on the Problem record.