Currently INC and SR tickets at treated as though they are completely separate. In reality, we have many instances where something a customer submits as an INC that results in one or more SR tickets being created. Ex: customer reports a problem with their laptop that results in needing a loaner system and ultimately a system replacement if repairs on their original system are not practical. (why we do it this way gets into how we handle SLA’s and relative urgency of problems until a workaround is in place as well as the ability to track asset movements across the company)
We’d love the ability to relate these tickets in the system beyond just adding a note with the ticket link.
