WiscIT - Linking an Incident to a Problem

This document describes how to link an Incident to a Problem in WiscIT during an outage.

When an outage has been opened, the Help Desk will likely continue to receive calls from customers regarding the issue. With WiscIT powered by Cherwell, every contact we get regarding an outage will be recorded in an incident and linked to the outage's corresponding Problem. The advantages to doing so are two-fold: it provides easier stat-tracking regarding outages and allows us to send a mass e-mail to these customers informing them the outage has been resolved.

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Keywords:
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Doc ID:
42168
Owned by:
Will C. in DoIT Help Desk
Created:
2014-07-23
Updated:
2025-04-09
Sites:
DoIT Contract Partner Support Help Desk, DoIT Help Desk, Systems & Network Control Center, WiscIT - Wisconsin IT Service Manager