Manage incidents and problems. Paula is a second-level support consultant at the company. She checks her inbox in the rapid-deployment solution and finds the incident reported by George. Paula reviews the issue and enters an internal note. She needs to investigate the issue in detail and decides to create a problem ticket. She selects “Create Follow-Up” from the list and selects “Problem” as the transaction. The solution automatically copies most of the incident information into the new problem. Paula selects the problem category, “Unknown Error.” She clicks on “Find Related Incidents’”for a list of open incidents in the same categories as the one she’s working on. And, she selects an incident that seems related to the same issue. She clicks “Choose” to relate the incident to the new problem. To make sure the related incidents will be processed together, and not individually, she locks them both to the new problem. Now she can investigate the issue in detail.