Relating Closed incidents to problem

[larsbager]

Im trying to relate a CLOSED incident to a problem....
But it seems like this is not possible, which puzzles me a bit...
As it is very good practice to relate closed incidents to problems, as "evidence" to support further investingation for a root cause in the Problem ticket.
How do i do this?

Im very well aware that its possible to relate OPEN incidents to problems....But we rarely do this, because we use the problem process (as intented i ITIL) to investigate root cause.
And we use the incident process to supply the immediate workaround.

So again, how do i do this ?

[Brad Tilton]

Hi Lars,

You might have some security settings that make incidents read only after close, so I would check there first. If that's the case you may want to either create a role that can write to the incident or just open up the problem field on incident so it's writable after the incident is closed. I agree that you should be able to associate an incident with a problem whether or not the incident was resolved already.

[larsbager]

Hi brad.
Thanks for the reply...
The issue is that our supplier insist that it is a VERY big task (read expensive) as it is definately not Servicenow "out of the box" functionality.
Which again puzzles me as this is good practice that you from the problem record can relate as many incidents you like, open and closed.
I not being a technician vil try to look into the suggestions you have given.
If its a security/role issue, it should be pretty easy to fix
and if the fix is to open the "problem" field for writing on the Cloced incident, it doesnt seem like such a big deal to fix as they have indicated

The "funny" thing is at on the problem record when i try to relate the closed incident, it do occur on the "collection "list, and i am able to select to the "incidents" list.
But when i press save...
Absolutely nothing happens...not even an error message...
IT simply omits any Closed incidents, alle the open incidents are added allright

[User179407 · Accepted solution]

Hi Lars,

Refer the below thread,   I think you will have to create ACL's for this.

Allow a closed incident to be attached to a problem.

Hope it helps

Suraj Chauhan

[larsbager]

thanks a lot guys.

You definately pointet me in the right direction.
I have passed all the usefull information on to my supplier.
Thanks so much