Serio Problem Management tools provide an efficient platform for the management, reporting, and resolution of Problems.
We've thought about the basics. Firstly, linking Incidents to Problems is easy - Serio uses a simple copy/paste metaphor that works either Problem to Incident, or vice versa.
Publishing new Known Errors is easy and takes just a few clicks. There is an easy-to-access list of current Known Errors for support staff, and a way to publish Known Errors for customers on the web (it's all set-up for you automatically as part of SerioPlus).
Raising new Problems is also straight forward. You can either raise them independently, or you can raise then from an Incident in a few simple clicks (linking the two together at the same time).
Naturally we keep a count of the number of Incidents linked - which you can list, sort by, and report on - as part of the management process. We also make it easy for Incident Management staff to flag Incidents as potential Problems, to be picked-up and examined as part of Problem Management.
Lastly, there is a large range of ready-to-use reports covering telling you how many Problems you've logged or have currently active, how long they've been open, the CI's and customers affected, and more.