Create a Problem from an Unsolved Incident

Role: Special Support

Reference user: -REF-SPS

Process: Incident solution doesn’t exist

When an incident cannot be solved even after its editing ran through different support groups, a new possible problem is suggested and a new problem needs to be created.

See the following example:

1. Open and (if necessary) accept the incident from a catalog.
2. Go to the Assigned Problems tab and use the Create Problem action.

   

3. An editor for new problem creation opens. Describe the problem manually on the basis of information about the ticket and click OK to finalize problem creation.

   The assignment of the incident ticket to this new problem ticket is done automatically in the background. The newly created problem can be found in the ticket's Assigned Problems reference catalog.