Viewing the ServiceDesk changes, incidents, or problems that are associated with a resource
The ServiceDesk solution software lets you view all changes, incidents, and problems that are associated with a resource. These changes, incidents, and problems have been reported from the ServiceDesk server. For example, you want to perform a software update on several computers and want to schedule a task or policy to perform this action. You may want to check to see if any changes, incidents, or problems exist that are associated with the computers. If you discover any changes, incidents, or problems, you may want to reschedule the software update for that computer.
An incident is a ServiceDesk ticket that reports an issue with a resource. Incidents can originate from user help calls or emails, support technicians, and external systems. A change is a ServiceDesk ticket that request a change. Change requests can originate when support technicians see a pattern of similar issues or when the resolution of a problem requires a fix or change. A problem is a ServiceDesk ticket that reports known errors or systemic issues within the IT infrastructure. Problems can originate when problem analysts review incidents and find any errors that reoccur frequently or support workers report problems within an incident.
You can also obtain this information about incidents from the ServiceDesk Solution Console page.