Related incident functionality

\[ #problemmanagementautomationandfunctionality relatedincidentfunctionality ] \[ #problemmanagementautomationandfunctionality knowledgearticles/alerts ] \[ #problemmanagementautomationandfunctionality createrelatedchange ] within a problem record it is possible to relate one or many incident to it in doing so, this will mean that once the problem closes, the associated incidents will also close as well as this, any update that occurs in the client journal of a problem, will update each of the associated client journals of the related incidents in addition to the ways to manually associate a problem to an incident (by either form), it is possible for this also to occur automatically through the knowledge article and alert functionality, as described below knowledge articles / alerts within the problem management table, there are numerous bits of functionality associated with creating, editing and utilises knowledge within the process to create a knowledge article from a problem record, there are two different scenarios as to when this may occur the first is when a problem is considered a "known error" and has the status reflecting that when this is the case, you can create a knowledge article by pressing the "create known error article" this will copy over certain information from the problem (as seen below) if a knowledge article was not created in this status and the problem enters the "workaround" status, it offers another opportunity to create a knowledge article, by pressing the "create workaround article" button if you created an article in the known error status, the workaround button will not show, as the intention is that you would update the existing article, rather than making another one once an article has been created, you can redirect to it automatically, by pressing a "redirect to knowledge article" button that appears on the problem when a record has created a knowledge article in addition to this, once the article has been published, any future incident's that "attach" this knowledge article via sofi to the journal (or interaction) will automatically be associated to the problem that spawned that article (assuming it is still open) and will follow the incident related to problem process the article that is created utilises that reclassification field map table and does the following (note that the two different problem articles depends on when you click the button) problem (when it is in the known error status) problem (when it is in the workaround status) knowledge n/a n/a knowledge base (uses the id from the knowledge base found in the "problem known error default kb base" application property when in the status of known error and "problem workaround default kb base" application property when in the status of workaround n/a n/a classification (uses the id from the classification found in the "problem known error default kb classification" application property when in the status of known error and "problem workaround default kb classification" application property when in the status of workaround n/a n/a archive on source record closure (sets the field depending from the value found in the "problem known error default kb auto archive" application property when in the status of known error and "problem workaround default kb auto archive" application property when in the status of workaround the words "known issue " and the short description the words "workaround for known issue " and the short description title the words "known issue " and the short description the words "workaround for known issue " and the short description summary known error workaround content id id source record n/a n/a knowledge source (problem) resulting knowledge resulting knowledge id create related change within a problem, it is possible to create a change from a problem in doing so, the problem will be automatically associated to the change and certain fields will be copied over automatically this is done via the config menu found in the top right of the form this utilises the reclassification field map table and does the following incident field problem field assignment group assignment group description description priority priority service service short description short description n/a work journal (a combination of the original problem number, classification path and description) related configuration items related configuration items in addition to creating the change from the problem, the problem will automatically resolve when the related change has completed (assuming the problem itself is not already resolved or closed) in addition to this, the problem will receive its closure notes and have work journal updates when it completes