Track Metrics’s Problem Management process is based on IT Service Management best practices and is aligned to ITIL.
A problem is defined as a cause or potential cause of one or more incidents.
An incident is an unplanned interruption of normal services. A problem is the underlying cause of the incident or series of incidents.
At the end of the incident management process it is deemed that the incident has the same root cause as a previous incident then it should be classified as a problem.
A new ticket should be created in the Helpdesk tool to track the problem (as opposed to the individual incident).
It should be logged as a ticket type of Problem and all related incidents should be referenced in this master Problem ticket.
The process for addressing the problem is the same general process as an incident.