Incident and Problem management burdens

[swathik5566]

Problem Statement:1. L1 operator has multiple dashboards to monitor and identify anomalies and should create ticket/incident for each alert that they see as an issue but often tends to forget PRB tagging to recurring issue incidents and sometimes the PRB itself is not created for a repeated problem.2. Tickets/incidents are created from various portal/server pages hence the incident requestor field is often mapped to generic user name as most of the pages do not have the user login and Also since the incident owner keeps changing during multiple reassignments this is resulting in loss of effort tracking in tickets created by L1 Team or its getting difficult to track how many number of tickets generated by each team which showcases the more problematic areas.3. Often observed multiple tickets about 300 are being closed/resolved without any prb reference? does this mean 300 issues are one time occurrences? if 300 issues are being reported as one time, does this indicate a major problem in the system? is the system/platform not stable?Impact: Not tagging PRB to incidents is not letting the Dev teams prioritize the problem hence operations/L1 team sits on that repeated issue for longer time. Not creating PRB is just masking away the problem without proper mitigation/fix for it to not repeat.Requirement: For Problem statement pointer 1, How to ensure L1 tags prb consistently? can PRBs be created automatically based on the issue description in Incident? what are better solutions for this problem?How can incidents get auto-populated with error or issue details from control-m sysout/output? How to extract PRB report from SNOW to fetch no.of prbs assigned to specific teams? or suggest any feasible solutions to this problem so that the prbs get correct prioritization and tracked for closure.For Problem statement pointer 2, what are better ways to efficiently manage tickets created by individual teams which highlights the problematic areas/domain? For Problem statement pointer 3, not every issue can become a prb if so, how these tickets related to one time issues can be better managed so they get traction and closure/fix?Also suggest if all these 3 problem statements can be automated which betters ticket/problem management