Relationships between RFCs and Problems/Incidents

[cdugas]

We are designing our RFC form, and we want to display Problems and Incidents related to a change on the form.

I have a question about the out-of-the-box functionality for relating RFCs to Problems and Incidents.

It seems that when a new RFC is created from an Incident, the Incident->RFC related list is updated with the parent Incident ID. Similarly, when an RFC is created from a Problem, the Problem->RFC related list is updated with the parent Problem ID.

This implies a many to one relationship from an RFC to Incidents and to Problems. However, it seems to me that there would normally only be one Incident parent of an RFC, or one Problem parent of an RFC. I wonder why the related lists are updated, instead of the Incident ID field or the Problem ID field when a new RFC is created.

I understand that after the change is implemented, there can be many Incidents related to a change, so you do want a related list of Incidents caused by changes.

Also, there is more likelihood that there will be multiple RFCs generated by the same Problem, so there should be a related list of Change->Problem ID, which doesn't seem to exist.

I'm curious about the logic that was used. Am I missing something?

[Tucker1]

Hello Caroly. I hope all is well. I am curious as to the outcome to your dilema. Would you mind sharing?

[meera4]

Hi carolyn

We have the customized RFC form which we have the ability to attach the incidents /problem/service requests to the opened and active change record but once we set to closed we are unable to attach any incidents and unable to reopen the change request ; so when designing the RFC form may be you should have the authority level to reopen the change request and attach the relevant info to the change records . I am still working on it to customize the form the way we wanted .

[Tucker1]

Hello guys,

So I created an entry into the M2M table. That is were the relationships live for the related lists. Then added an insert statement in the UIA (context --> Create an Incident or Create a Problem which ever then added the related list to the form with the edit and new buttons available. about 15 to 20 min worth of work for a "slow dog" like me

[JLeong]

Hi Jim, I also created an M2M relationship between Change and Problem. I have the Edit and New buttons available, however, when I create Change Request from Problem, the related list is not being populated.   Do you have this working? Could you please share?

Thanks!

Jocelyn