This is more of an ITIL question but I was hoping someone could help me. Our organization is fairly new to ITIL - we are just starting to follow Incident Management and Problem Management and are launching a new app shortly. If a user reports a bug, that is logged as an incident. If it requires a code change, do we create a problem ticket for it? Do we document a known error record for it? What do you do at your organizations?
Thanks for your help!
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