Problem Management workflow
Hi, I hope this isn't a dumb question, but I'm trying to understand how problem management is expected to "flow" in the Cireson Portal/SCSM. We are just getting started trying to formally use problem management in addition to incident management and it's not clear how problems get routed. Specifically, since there is no support group defined on a problem record, just an assigned user, how are new problem records intended to be surfaced and identified so that they can be prioritized and assigned? We typically have sent incidents to a particular support group and all the member of the group see it, either as an email notification or within the "My Work" screen, and can pick it up as appropriate. But problem records don't create any notification or show up in the My Work screen.
Hope this makes sense, and thanks for any thoughts