Hi,

I've been using ServiceDesk Plus 7.5 for the last couple of months. I want to clarify something with problem management and how it is implemented in SDP.

According to ITIL a problem is "...a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant."

The implementation of Problem Management in SD allows a technician to add a new solution to a problem. However, when there are multiple incidents opened for which the cause is know (known error) how is this implemented in SD plus?

I have tried to open a new problem and link all the incidents. But I am forced to create a new solution rather than be able to link an existing one. I guess this is by design for by the definition the problem is not "unknown".

There is no facility to create a master incident either and group all the incidents together and link the solution to it. How are others managing known errors when multiple incidents are opened?

Thanks