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Incidents, Problems and Changes

Within ITIL you have Incidents, Problems and Changes.

How do you link one or many Incidents to Problems?
How do you associate an Incident or Problem against a Change?


2 answers

1 vote
Dirk Ronsmans Community Leader Jan 14, 2021

Indeed, you would use the linked issues functionality to do that and most likely use a dedicated relationship type to mark what the link means.

What is missing out of the box tho is automations to work through the process when you link them together.

e.g. you cannot easily block an incident until a Workaround in the problem is found.

You might need to work also with the Pending status (Pending Problem for example) to signify through the status of the Incident that it is waiting on a problem rather than having to open the Incident and check the linked issues.

1 vote
Liam Green Community Leader Jan 14, 2021

Hi @Pritesh Gohil 

The below guide should show you how to link issues:

Hope that helps,

Regards, Liam

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