can a incident be associated to many problems?

[davidboudreau]

We have users that will create multiple issues (for the same application) under the same incident.   some of them could span several problem management items.     I am wondering if you can have a one to many relationship between incident to problem management?

[Uncle Rob · Accepted solution]

I think you're tailoring your tool to *reinforce* a poor process.     So, mechanically, yes you can, but why would you want to?   What value is it delivering?

What is it about logging multiple issues under one Incident that's delivering value to the business?   On the surface the only thing its doing is (possibly) improving ticket entry time, while simultaneously diluting your reportability and *hiding* possible environmental problems.

[davidboudreau]

"Just the messenger".     I believe in the same idea as you and fix the issue upstream to have quality incidents.   However, one of our processes the users do not know if it could be 1 issue or 3.   They just know something is happening. (I know bad error handling)     However, this does not excuse a tech from splitting the ticket up to help insure 1 issue one incident.   I was asked to see if the system could do it out of the box.     Thank you for answering the question with yes, with customization.   However, No, out of the box.