question Linking Incidents to problem records in Community Central forum

Linking Incidents to problem records

emmawilliam0703 — Mon, 20 Jan 2025 14:55:31 GMT

For average support users (non-admin) how do they link incidents to problems ?

As far as I can make out:

1. From an INC

I can search PRBs using 'Related search results' but cannot LINK from here.

I cannot add PRB ref to a INC without 'Major Incident role' permissions.

2. From a PRB

I can link the INC using Add

I can search multiple INCs and select multiple and LINK.
3. From a list of INCs, I cannot select multiple INCs and link them to a PRB

Mark Manders — Tue, 21 Jan 2025 09:08:43 GMT

1. Any users can add the problem in the problem field on the incident. You don't need the Major Incident Role for that (at least not OOB).

3. No. And you also don't want that. You can use the related list on the problem to add multiple incidents (and use search to define which ones).

But for an average support user, he or she is working on one incident at a time, so just add the problem on the record.