An incident ticket connected to a problem ticket cannot be updated

Issue Symptoms

• An incident ticket connected to a problem ticket cannot be updated
• An automation which should affect this ticket does not fire

Conditions

• Attempting to manually update the ticket in the agent interface displays the error message "The linked problem you selected is not a valid problem ticket" in one or both of these places:
  
  • Pop-up notification in the agent interface
    
  • Message at the top of the ticket fields
    

Resolution

The affected ticket was previously connected to a problem ticket, but that problem ticket has since been changed to a different ticket type (question, incident, or task).

To correct this issue, take one of the following actions:

• Locate the original problem ticket and set its type back to Problem 
• Remove the ticket number from the Linked problem field on the incident ticket
• Change the incident ticket to a different ticket type

See Working with problem and incident tickets for more information on the problem-incident workflow.