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Incident promotion

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Incident promotion

When the incident management team has determined that the cause of an incident is an error or widespread problem, the team should initiate the problem management process.

When the issue requires a change to be resolved, the team should initiate the change management process.

You can use a menu item on the Incident form to create a problem or change record and associate the incident with the new record. In this way, incidents can be used to easily create problems or changes.
Note: You cannot promote an incident to a problem or change if the incident already has an associated record of that type.