---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Synchronization between incident and problem records

# Synchronization between incident and problem records {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Synchronization between incident and problem records

This functionality enables automatic synchronization between Problem and associated Incident records within ServiceNow, specifically when using the Problem Management Best Practice --- Madrid plugins.
Changes made to Problem records can update related Incidents and trigger notifications to relevant users.
This ensures timely communication and alignment between Problem and Incident Management processes.
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## Key Features

* **Plugin Activation:** Synchronization requires activating the Problem Management Best Practice --- Madrid (com.snc.bestpractice.problem.madrid) and the State Model (com.snc.bestpractice.problem.madrid.statemodel) plugins.
* **Communicate Workaround:** Clicking the "Communicate workaround" link copies the workaround details from the Problem to the Incident's Work notes and Additional Comments fields. Notifications are sent to users assigned or watching the Incident when the Incident state is New, On Hold, or In Progress.
* **Communicate Fix:** Clicking the "Communicate Fix" link copies the fix details to the Incident's Work Notes and sends notifications to assigned and watch list users.
* **Incident State Updates on Problem Resolution:** When an Incident is on Hold awaiting a Problem, and the Problem is resolved or closed with a "Fix Applied" resolution code, the Incident state changes to Resolved, the Resolution code updates to "Resolved by problem," and a notification email is sent to the caller and assigned user. Resolution notes on the Incident indicate the related Problem closure with reference to the Incident number.
* **Risk Accepted Resolution Handling:** If the Problem resolution code is "Risk Accepted," the reason is copied to the Incident Work notes and a notification email is sent to the assigned Incident user.

## Key Outcomes

* Improved communication and coordination between Problem and Incident Management teams by automating updates and notifications.
* Reduction of manual effort in keeping Incident records aligned with Problem status changes and resolutions.
* Enhanced transparency for Incident assignees and callers about Problem workarounds, fixes, and resolution statuses.
* Ensured Incident state and resolution codes accurately reflect the underlying Problem resolution, supporting better reporting and workflow continuity.  
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.
{#sync-btwn-inci-prob__table_ady_kd5_5fb__entry__5}

| 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. {#sync-btwn-inci-prob__ul_ik4_qqr_qtb} |
| 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. {#sync-btwn-inci-prob__ul_whx_4sr_qtb} |
| 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. {#sync-btwn-inci-prob__ul_k3m_vd5_5fb} |
| 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. {#sync-btwn-inci-prob__ul_jl2_5d5_5fb} |
[Table 1. Impact on incident records]

{#sync-btwn-inci-prob__table_ady_kd5_5fb}