Synchronization between incident and problem records

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Synchronization between Incident and Problem Records

    The synchronization feature between incident and problem records ensures that changes in a problem record can automatically update related incident records. This functionality is activated by enabling the Problem Management Best Practice plugins, which allows users to efficiently manage incidents linked to problems.

    Show full answer Show less

    Key Features

    • Automatic Notifications: Users receive notifications for updates on incident records related to a problem, enhancing communication and response times.
    • Workaround Communication: When a workaround is communicated, it is copied to both the Work Notes and Additional Comments fields of the incident, depending on the incident state.
    • Fix Communication: Fix information is transmitted similarly by updating the Work Notes of the incident when a fix is communicated.
    • Resolution Updates: When a problem is resolved, associated incidents are updated to reflect this, including changing the incident state to Resolved and updating the Resolution code.

    Key Outcomes

    By implementing these plugins, ServiceNow customers can expect improved incident management through automatic updates, enhanced collaboration via notifications, and streamlined resolution processes that contribute to a more efficient handling of incidents linked to problems.

    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.