Add multiple incidents to a problem

Add multiple incidents to a problem to avoid creating multiple problems for incidents that have the same issue.

Before you begin

Role required: itil, admin, problem_admin, problem_coordinator or problem_manager

About this task

The topic applies to problems where you’ve activated the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.

Procedure

1. Navigate to All > Problem > Open.
2. Open a problem record.
3. In the related list, click the Incidents tab.
4. Click Add.
5. From the list, you can add incidents in the following ways.
   • Select the incident records and select Add Selected.
   • Select Add All.

Result

The selected incidents appear under the Incidents tab.

• Extension point for Problem Management
  Extension points enable you to extend the functionality of an application and integrate customizations without altering the application code.