In most help desks, problems that are getting reported for the first time have possible workarounds or solutions already. The technician who has been assigned the problem could simply look up a solution article from the knowledge base and close the issue without any hassles. However, a few problems require new changes to be initiated for the underlying issue to be fixed.


When the same problems have been reported enough times, chances are that a change has already been created and is well underway. Instead of creating an all-new change, you could look through your pending changes list whenever you come across familiar problems or incidents. Additionally, you could also lookout for problems that have been marked as a known issue and link them to existing changes properly.




To link problems to an existing change

  1. Click on the Problems button on the left pane and select All Problems from the Problems dropdown.
    Note: If you’ve created specific Problems view pages, you can also select those from the dropdown options. 
  2. Click on the Change dropdown button on the top-right corner of the navigation bar.
  3. From the drop-down list, select Existing Change.
  4. A pop-up window will appear with a list of existing changes. Choose any one option from the list and click Link.

To link problems to a new change

  1. Click on the Problems button on the left pane and select All Problems from the Problems dropdown.
    Note: If you’ve created specific Problems view pages, you can also select those from the dropdown options.
  2. Click on the Change dropdown button on the top-right corner of the navigation bar.
  3. From the drop-down list, select New Change.
  4. A pop-up window will appear. Fill in the required and mandatory details and click LinkOnce done, the name should appear on the sidebar.


Every time a technician links a problem to a change, he must be aware of which changes are likely to cause and fix problems. This is essential and is likely to prove useful when they are trying to address a problem that cannot be fixed or worked around.