Synchronization between incident and problem records

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Synchronization between incident and problem records

    This functionality enables automatic synchronization between Problem and Incident records in ServiceNow when using the Problem Management Best Practice — Madrid plugins. Changes made to a Problem record can impact associated Incident records, ensuring consistent communication and updates across related issues. Notifications are sent to relevant users to keep them informed of these updates.

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    Key Features

    • Problem Management Best Practice — Madrid plugin (com.snc.bestpractice.problem.madrid):
      • Communicate workaround: When activated, clicking the "Communicate workaround" link copies the workaround to the Incident’s Work notes or Additional Comments field depending on the Incident state. Notifications are sent to users in Assigned to and Work notes list fields if the Incident state is New, On Hold, or In Progress.
      • If "Known error" is selected as the Incident resolution code, notifications are sent to the caller and users in Assigned to and Watch list fields.
      • Communicate fix: Clicking the "Communicate Fix" link copies the fix details to the Incident’s Work notes and notifies Assigned to and Work notes list users.
    • Problem Management Best Practice — Madrid — State Model plugin (com.snc.bestpractice.problem.madrid.statemodel):
      • If an Incident is On Hold waiting for a Problem, and the Problem is closed or resolved with resolution code "Fix Applied," the Incident’s state changes to Resolved, its resolution code is set to "Resolved by problem," and a message is displayed in the Resolution notes. An email notification is sent to the caller and assigned user.
      • If the Problem resolution code is "Risk Accepted," the risk acceptance reason is copied to the Incident’s Work notes, and an email notification is sent to the assigned Incident user.

    Key Outcomes

    • Ensures that Incident records remain up-to-date with relevant Problem information such as workarounds and fixes.
    • Automates communication with users assigned or watching Incidents when Problem updates occur, reducing manual follow-up.
    • Improves resolution accuracy by linking Incident state changes and resolution codes directly to Problem state and resolution updates.
    • Supports better collaboration and transparency between Problem and Incident management teams by synchronizing critical information.

    Change in a Problem record impacts related Incident records. Notification is sent to the user for each such update.

    When you activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) and the Problem Management Best Practice — Madrid — State Model (com.snc.best_practice.problem.madrid.state_model) plugin, the changes in a Problem record impact incidents that are associated to that Problem.

    Table 1. Impact on incident records
    Plugin Incident state Problem state Action on Problem Action on Incident
    Problem Management Best Practice — Madrid plugin 
    com.snc.best_practice.problem.madrid
    		 Any incident state other than resolved, closed, or canceled. Any Click the Communicate workaround related link
    • The workaround is copied to the Work notes field. A notification is sent to the users listed in the Assigned to and Work notes list fields. The notification is sent only when the incident state is New, On Hold, or In Progress.
    • The workaround is copied to the Additional Comments field. If Known error is selected from the Resolution code field of the incident, then a notification is sent to the caller and to the users listed in the Assigned to and Watch list fields.
    Problem Management Best Practice — Madrid plugin 
    com.snc.best_practice.problem.madrid
    		 Any incident state other than resolved, closed, or canceled. Any Click the Communicate Fix related link
    • The fix is copied to the Work Notes field of the incident record.
    • A notification is sent to the users listed in the Assigned to and Work notes list fields of the incident record.
    Problem Management Best Practice — Madrid — State Model plugin 
    com.snc.best_practice.problem.madrid.state_model
    		 On Hold and On hold reason is Awaiting Problem Problem state is Closed or Resolved and the problem Resolution code is Fix Applied NA
    • The Resolution notes on the incident form displays the message Related problem INCxxxx closed. Please see additional comments for fix notes , where INCxxxx is the incident number from which the problem was created.
    • The incident state is changed to Resolved.
    • The Resolution code is changed to Resolved by problem.
    • An email notification is sent to the caller and the user who is assigned to the Incident.
    Problem Management Best Practice — Madrid — State Model plugin 
    com.snc.best_practice.problem.madrid.state_model
    		 On Hold and On hold reason is Awaiting Problem Problem state is Closed or Resolved and the problem Resolution code is Risk Accepted NA
    • The information from the Risk accepted reason field on the Problem form is copied to the Work notes field on the Incident form.
    • An email notification is sent to the user who is assigned to the Incident.