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Add Related Items to Your Incident and Case Page Layouts

To see case-related incidents, problems, and change requests from the case record, add a related list to the Case page layout. And for orgs with Customer Service Incident Management enabled before Winter ’24, add the Product field to see related products from the Incident page layout.

Required Editions

  1. See case-related incidents, problems, and change requests from the Case page layout.
    1. From the object management settings for cases, go to Page Layouts.
    2. Select Case Layout.
    3. Add the Case Related Issues and Related Change Requests related lists and to the Related Lists section.
    4. Save your changes.
    5. From Setup, in the Quick Find box, enter Lightning App Builder, and select Lightning App Builder.
    6. Find Case Record Page and click Edit.
    7. Add the Related List - Single component to your page layout under the Related tab.
    8. For the Related List, select Case Related Issues. The Case Related Issues related list lets your users see problems and incidents related to the case from the case record.
    9. Add another Related List - Single to your page layout and select Related Change Requests. The Related Change Requests related list lets your users see change requests related to the case from the case record.
    10. Save and activate the page.
  2. See related products from the Incident page layout. For orgs with Customer Service Incident Management enabled after Winter ’24, these steps are enabled by default.
    1. From the object management settings for incident related items, go to Page Layouts.
    2. Add the Product field to the Detail section.
    3. To make the Asset field optional, deselect the Asset’s Required field property.
    4. Save your changes.