An example of this would be if a Web Store stopped allowing customers to order online. Once you were alerted to this PROBLEM, we would log a case in Zendesk and designate it as a PROBLEM. As new calls/emails (INCIDENTS) come in from customers related to the original PROBLEM, we would link them to that PROBLEM NUMBER. Once we ascertain the root cause of the problem and rectify it, we'd SOLVE the PROBLEM and this in turn SOLVES all the linked INCIDENTS in one foul swoop.
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