Bringing Together Incident, Knowledge and Problem Management

 In Incident Management, Knowledge Management, New Feature, Problem Management

RequestMore work has been done to further tighten the integration between the Incident Management, Knowledge Management and Problem Management processes. Now, when a knowledge article is applied to a request and this article is linked to a problem, the request gets added to the problem.

Request linked to knowledge article and problem

In addition, the selection of the category for a new request has been perfected. When a service desk analyst selects a knowledge article in the Service Desk console to open a new request, the category of this new request would always be set to ‘RFI – Request for Information’. Now the category is set to ‘Incident – Request for Incident Resolution’ when the new request is opened using an article that is linked to a problem. It is, after all, more likely that a new request concerns a recurring issue when it is related to a known error (see also KCS and Problem Management Integration).