---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia 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: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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}