How changes can be linked to closed incident

[Sruthi_2511]

Why can only open problem and incidents be assigned to a change? For examples in retrospective changes we would need to link to an incident but it might be already closed and the system is stopping us because its closed.
We do have retro changes and no issues with creating them, its just that you loose the link on what they are fixing if you cant relate the incident to it.

Can someone please help with this query?

[AndersBGS · Accepted solution]

Hi @Sruthi_2511 ,

It's correct that you can't go to the incident form and link the change request, but instead you can go to the change request a link an incident - even if it's closed. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Uncle Rob]

Yeah this isn't super smooth.  The thinking goes:  "Incidents move from resolved to closed after X days, but after X days the incident is basically archive only".  There's an uncomfy assumption that you don't need to edit incidents in any capacity after those X days.

I THINK the justification is, if the Incident is truly closed then its service was restored and why is the change being entered so long after.  The ServiceNow aligned answer would be to re-assess the process to see why its taking half a week to log the change.

[Pradeep Thipani]

Hello

Just I wanted to understand you want to attach the closed incidents ands problem to change request form?

It is working by OOTB only. see my attachment.

If you still need any help please feel free to reach out.

If my solution solves your issue please give a like.

Thanks & Regards,

Pradeep

[Sruthi_2511]

Hello @Pradeep Thipani ,

Yeah , how retrospective changes we would need to link to an incident but it might be already closed .How would I do that. Is that possible?

Thanks & Regards.
@Sruthi_2511 

[AndersBGS · Accepted solution]

Hi @Sruthi_2511 ,

If you see in below example, the change request is in a closed state:

But even though, you can still relate incidents in the related list "Incidents fix by change" or/and "Incidents caused by change".

From the incidents form the is no way to link to the change request - this is why you need to go to the related list in the tab "incidents fix by change" and add the incident.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders