A problem in Service Manager is a record that groups incidents that share a common cause. Addressing the cause and solving the problem means that the incidents that are associated with the problem also are resolved. For example, different users contact the service desk to lodge the following tickets:
- Oksana is unable to sign on to her computer.
- Rooslan is unable to browse the Internet.
- Kasia is unable to print.
These separate issues may have a common cause; such as the failure of the hardware switch that each user’s computer uses to connect to the network. Replacing the failed switch will resolve each of these separate incident tickets.
