Problem Management is the process responsible for managing all problems. The primary objective of problem Management is to prevent incidents from happening, eliminate recurring incidents, and to minimize the impact of unpreventable incidents.
Benefits of problem management
It is simple to create a problem ticket for a rather large incident, but identical incidents can be easily allocated to a problem ticket. This feature allows you to keep similar incidents together in one problem ticket.
When a problem ticket is solved, even if the problem ticket contains several incidents, all effected users receive an email message indicating that the problem or incident is solved. With this feature you can effectively inform your customers.
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