Synchronization between incident and problem records

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.

표 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.