OTRS::ITSM 1.1 - Basic
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7.6. Generation of problem tickets from incidents

To generate a problem ticket from one or more incidents, generate a new ticket and link it with the relevant incident tickets. This way, the underlying incidents can be processed individually, can be closed with a workaround if necessary and later be substituted with a permanent solution.

A merging of incident and problem tickets obscures the reporting and complicates controlling and the continuous improvement of the IT services.

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Approvals and decisions	Up	Ticket closure