When a requester raises a request without a known workaround, your agents are probably looking to figure out what’s causing the issue and find out if somebody’s already trying to get it fixed. Their next step would be to link the incident to a problem in your service desk. 

Sometimes, there is an existing problem that has already been created that’s relevant to your context.  You could link your incident to it directly. You could also choose to create a new problem if you don’t find anything that’s relevant, or similar that is likely to fix this issue. This takes just a few clicks and can be done from the navigation bar of your tickets view page.

Quick guide to linking incidents to problems:

1. Open up any incident (ticket) from the Dashboard or the Tickets tab.
2. Under the Associations tab, click +Associate and select Problem.
   The Associate a problem form appears.
3. From the Associate a problem form, select New Problem or Existing Problem.

   

   
   

• If you select New Problem, enter the details or capture details from the incident ticket to create a new problem yourself.
• If you select Existing Problem, select the problem from the available list of problems.
• Once done, the name of the problem should appear on the sidebar to indicate that it has been linked

When the linked problem gets fixed, Freshservice will notify the agent who has been assigned to the ticket automatically by email. In case your incident continues to be Open until then, you could choose to resolve it since the problem has been closed.