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When an incident is determined to be based on an underlying Problem, first-response support technicians create a Problem record from the Incident, automatically creating a link between the Incident record and the Problem. The new problem record imports relevant information from the Incident, such as the linked Configuration Item. Problems are also creatable independent of existing Incidents, such as in cases where a problem is discovered internally but no Incidents have been reported.
The Submitter, along with their Department and contact information are automatically populated, and the reporting source of the Problem is also captured in the record.
Resolution of problems may require Changes to the system. Staff addressing the problem may determine that a shared CI needs to be replaced or modified, and may therefore file a Change Request.
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