search string side menu

Service Desk 2.0 > Incidents and requests > Working with requests / Combine requests into a problem

Combine requests into a problem

A problem represents the root cause behind multiple customer requests related to a specific service.

For example, several users may report being unable to log into their accounts after updating your app to version 3.14. In this case, the problem for the Account access service be could be defined as updating to version 3.14.

You can group multiple requests into a single problem. Once the problem is resolved, a notification will be sent to the activity feed of all linked requests and to the operators responsible for them.

To combine requests into a problem:

  1. Go to the Requests app.
  2. Select the requests that share a common issue.

combine-problem-01

  1. On the top panel, click With selected... and choose Combine into problem.
  2. In the opened window, the selected requests will be listed automatically. Fill out the remaining fields and click Create.
    combine-problem-02

 

After that, a new problem record will appear in the Problems app. Once it's resolved, a message will appear in each linked request indicating that the problem has been addressed.

merge-duplicates.html change-application.html