Synchronization between incident and problem records

Release version: Washingtondc

Updated February 1, 2024

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Summary of Synchronization between Incident and Problem Records

This document outlines the synchronization process between incident and problem records in ServiceNow, particularly focusing on how changes in a problem record affect associated incident records. When the Problem Management Best Practice plugins are activated, notifications are sent to users regarding updates to incidents linked to a problem.

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Key Features

Plugin Activation: Activate the Problem Management Best Practice — Madrid and State Model plugins to enable synchronization.
Notification System: Users receive notifications for updates on incidents when their state is New, On Hold, or In Progress.
Workaround Communication: Changes to a problem record allow for communication of workarounds and fixes directly to incident records, ensuring relevant information is shared.
Incident State Changes: Specific incident states trigger automatic updates and notifications, such as when a problem is resolved or a fix is applied.

Key Outcomes

When a workaround is communicated, it is added to both the Work Notes and Additional Comments fields of the incident, with notifications sent to relevant users.
If a problem is marked as resolved with a fix applied, the incident state is updated to Resolved, and a notification is sent to the caller.
For incidents on hold awaiting problem resolution, additional notes are provided to clarify the status and any risks accepted, maintaining clear communication with users.

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.