Wondering how others deal with this.
According to ITIL, an "incident" is 'An unplanned interruption to an IT Service or reduction in the quality of an IT service.'
A "problem" is 'the cause of one or more incidents.'
BUT, in WHD, you need to have a Ticket with a Problem first, then add incidents to it.
Typically, when there is a problem, it isn't discovered as a problem until you have 3 or more incidents.
So… do others go back and convert the first incident into a problem, then begin to 'collect' the other incidents and add them to the converted problem?
Or do you take the 4th or 5th, etc incident and make that a problem, and add the first several incidents to the problem.
Or doesn't it matter?
Just wondering (and wanting to be a better Help Desk Manager in the process :-)