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 ?

[patrickt1]

Relating SM records (incidents, problem, change) facilitates a more streamlined ITSM handling. Under Related Links, you should see a section that shows Incidents, Problem Tasks, Reminders. Under Incidents, click Edit, that takes you to a slushbucket where you can add incidents regardless of status.

[larsbager]

unfortunately, it doesnt allow me to add closed incidents...
They do show up, and they are selectable, but are not added, when save is pressed

[coralee]

where does one find 'Related Links'?

[hugo_mattsson]

The reason you cant add closed incidents to a problem record is because you are trying to "write" in the "problem_id" field on the incident form. But since the incident is closed it wont allow you to write in this field unless you have the admin role. So even though you can see the incidents in the slushbucket, you won't be able so save the relation between the Incident and Problem records.

You need to adjust the ACL:s on the incident table so that users with ITIL-roles can write in the "problem_id" field even when the incident is closed. This will allow them so save the relationship when they click save from the slushbucket on the Problem record. To do this you will have to re-do some of the basic "write"-operation ACL:s on the incident table that applies after a record has been closed.