how to report on incidents related to a problem

[jfrancione]

I am trying to produce a report that will show me the problem number (PRB00123456) that is associated to multiple incidents.   When I look at the incidents, I see that there is a relationship to a problem (ie. INC00123456 investigated by Problem PRB00123456).   What I cannot do is run a report that provides me with this information.   It appears that only incidents that have problems related to it as 'Addressed by' are the only problems that appear.   However, I do not know how to add this relationship of 'addressed by', nor do I know why the existing relationship of 'investigated by' isn't able to be reported on using the incident table.       I saw suggestions from other discussions on individuals who added scripting, but I don't know where that is accomplished when I am trying to create a report.   Any assistance would be appreciated.

Jim

[Patrick DeCarl1]

Jim, Are you still having issue?

[jfrancione]

Patrick,

Yes.   I still have this issue.

thank you

Jim

[Patrick DeCarl1]

Jim,

Not sure how your instance was setup around Incident, but OOTB on the incident form, under the section called "related records" there's a problem field. When an incident is added to a problem record that field gets populated with the reference value to the problem record. Also on the problem form, there is an OOTB related list to display all incidents tied to problem. See screenshot. Gyazo - 373f9d4e11d9763b8c5d84988186d334.gif

To use the OOTB fields, a report could look like this. : Again, with not knowing how your incident is setup relate to problem, Im just showing OOTB.

[jfrancione]

Thank you Patrick.     The issue appears that somehow, the relationships as they are now defined in our environment, does not show what problem an incident is related to (like you have shown in your example).   Currently, in our environment, incidents are only related to problems by 'Investigated by' relationship.   Prior to my involvement with Service Now here, there was a time when incidents were related to problems by the relationship 'Addressed by'.       It is only these incidents which still show problems; much like you have shown in the attached image.   I might need to open up a ticket with support on this.   I would welcome any other suggestions.  

thank you

Jim