Is there a way to easily identify problems to attach an incident to?

[Walter]

Hi all

We want our support agents to easily identify problems records that could be related to the incident they are working on so they can link the incident to that problem.

In this way, we can have the count on how many incidents are generated by those problems.

Some admins tried creating a query but it only shows a list of problem IDs, with no way to filter them based on the Application or some other field.

So, we are stuck.

Any ideas?

Thanks,

[Dan Breyen]

Hi @Walter I'm literally searching through my Jira Incident database for the software issues when a Service Request comes in to my JSM project.  I also take advantage of the Knowledge Base.

You potentially could also take advantage of labels and put things into groups so your Agents can search by label. 

Hope that helps.

[Walter]

Hi @Dan Breyen 

Thanks for replying so soon!

How labeling and grouping would help them? (and what to label and group, the problem tickets?)

Also, looking further into the issue, I see when linking an issue to another, there is a is a History Search. Not sure how to make this list match some attributes of the incident so the content would be, for example, only the open problems created for the same product (application).