Synchronization between incident and problem records

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Synchronization between Incident and Problem Records

    This document details how changes in Problem records affect associated Incident records when the Problem Management Best Practice plugins are activated. Notifications are sent to relevant users for updates in the Incident records linked to Problem records.

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    Key Features

    • Problem Management Best Practice — Madrid Plugin: When active, it facilitates communication of workarounds and fixes from Problem to Incident records, triggering notifications based on specific incident states.
    • Impact of State Changes: The synchronization is contingent on the state of both the Problem and Incident records, with specific actions defined for varying scenarios.

    Key Outcomes

    • When a workaround is communicated, it is copied to the Work Notes field of associated Incidents, and users receive notifications if the Incident is in a state of New, On Hold, or In Progress.
    • If a fix is communicated, it is noted in the Work Notes field of the Incident, and assigned users are notified.
    • For incidents on hold awaiting a resolved Problem, once the Problem is closed, the Incident is automatically updated to a Resolved state with appropriate notifications sent to relevant users.
    • In cases where a Risk Accepted resolution is applied, details are copied to the Incident's Work Notes, and notifications are dispatched to the assigned user.

    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.