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?

[rlehmann]

Hi Jocelyn

We are looking to do the exact same thing you are with populating the related list during the creation of a change request from a UI Action.

Were you successful in getting this to work and if so, would you mind sharing.

Cheers

Ron

[JLeong]

Hi Ron,

Sorry for the delay. For now, I just used the OOB.

If you check the Demo Center, a Problem can only have 1 Change Ticket, related list is not needed.

We might change this in the future, but for now, this is how ours is configured.

Sorry I was not able to answer your question. But if you find the answer for this, please let me know as well.

Cheers!