Working on design of a problem management process.

unknown

As stated above we have the ability to create the process from the ground up in JSM.  Being the problem manager I am looking to design a clean and simple process.  I would like to know if anyone had already accomplished this and would like to discuss.  

I have been looking for ways to automate the process such as having the problem ticket auto create once the incident ticket is deemed to need future investigation.  

Trying to figure out how to get a Hierarchy where the problem ticket is the parent and the PIR and incidents are connected in some fashion.

I have started with looking a rules but it seems to me that this order should be fairly straight forward for a service management tool.

Any communications would be greatly appreciated want to make JSM shine within our environment to our customers.

Thanks Kim  

 

Jared Schmitt

Hey @kim 

Your first idea using automation rules is absolutely correct. 

When it comes to connecting tickets you have 2 options:

1. Parent-child relationship (using parent customfield)
2. Issue linking (using issue links)

Both can be done via automations; you just need to decide on the trigger & the approach of linking (1 or 2). From there on it should be straight forward.