When a ticket is assigned to a particular request type, the tech should be automatically presented with a list of all open problem tickets that are also assigned to that request type.
This should augment the existing 'Problem Drawer' search function.
The reason for this is that problem tickets are currently not as accessible as they could be. In the current system, a tech needs to actively search for a problem ticket that may or may not exist.
This (at least in my workplace) results in the problem/incident relationship function being used incorrectly (eg; multiple problem tickets for the same issue), incompletely (eg; not all incidents are being linked to the relevant problem ticket) or not being used at all.
I understand that this could be resolved by enforcing more stringent ticket hygiene, but this isn't always achievable and takes more time and effort that could be better used. It would be useful if the system could do some of the work for us.
