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We are about to embark on a course of action, but I wanted some clarity around what others so to get around the issue of linking incidents to problem requests.

  • My current plan is to place a node in the problem bpm when raised to pass details of the PB number and the description to some code via the API to update a simple list called Problem Requests.
  • This list is then going to be added to the Raise Request PCF so that when jobs are raised we can get our analysts to choose from the simple list the correct problem record to link the new incident too.
  • Once the incident is then logged, I will then add a node which will pass (again via API call) the incident number of the new request and the problem number selected from the simple list and link the two via an API call.

Obviously this is basically creating a mini knowledge management system for problem records but I wondered how others where approaching this issue and their working practices, as we have found the the Knowledge Centre in beta is not useful to for linking any requests. Also there is no functionality in the BPM designer to allow us to link requests even through we have two valid request numbers which would be 'relatively straight forward' (in my mind) to be able to do this as part of the BPM.

Any help or insights gladly received.

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