Typically, a problem results in the creation of a change request.

Currently, a change request has the ability to associate problems and incidents to it, but that is as far as the product goes. Unfortunately, when a change is completed, all problems and incidents remain open, which requires the technician to go into each, and replicate much of the same data that is already in the change request (E.g., tasks, work log, etc.).

In order to improve the product as an ITIL solution, I recommend the following enhancements:

1. When a problem and/or incident is attached to a change request and that change request is completed, the associated problems/incidents should be set to the resolved state.

2. Update Tasks upon creating a change request and associating incidents/problems:

    - Update Problem - When the problem is associated with a change request, a system generated task should be created within the problem indicating that the change request (with ID) needs to be completed.

    - Update Incident - When the incident is associated with a change request, as system generated task should be created within the incident indicating that the change request (with ID) needs to be completed.

3. Update Work Logs upon changing the status of a change request to completed:

    - Update Problem - When the change request is completed, a system generated work log should be created within the problem indicating that the associated change request (with ID) has been completed.

    - Update Incident - When the change request is completed, a system generated work log should be created within the incident indicating that the associated change request (with ID) has been completed.

I also believe there is a fundamental flaw in the lack of integration of the tasks/work logs for each (requests, problems, and changes). Please refer to discussion "Change - Implementation Section" http://forums.manageengine.com/#topic/49000003327498 for additional information