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Be aware that these standard practices are based on ITIL and meant to get you up and running fast, but that Atlassian explicitly chooses to make these flexible, so you can tweak them to your process easilyt rather than enforcing a rigid process on you, requiring many hours/days/... of customisation to adjust.
Very powerful tools to connect incidents to problems are automation and issue linking in JSM.
Thank you. Does Atlassian provide best practice from a functionality standpoint? You mention Automation and Issue Linking in JSM. For issue linking, let's say I have 5 issues of similar description and would like to turn those into a problem. Would you create a Problem “parent” and link the incidents? Is that one way to do it? How would you handle the creation of a problem ticket through automation?
Scott
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