Thank you. I guess therefore it's the decision made by the Service Desk handling the incidents whether or not a problem ticket is created and not as stringent in the way I was thinking. (create a PR based on 1 or more incidents of a similar nature).

Many thanks for your response and it has helped.

Thank you for the most helpful and comprehensive response. So e.g. if the Service Desk Analyst has now dealing with 3 incidents of the same issue but a work around hasn't been found yet are you saying that these will remain open as incidents until a workaround is found and it's not necessary to open...

A dispute going on in the office around PM - the scenario is something like this:- 1st Scenario:- 1 incident received - workaround found - incident closed. 2 incident received - same as 1st incident logged - problem ticket raised Q: do we link both incidents to the problem ticket? do we close the 2n...

Can somebody please explain in lamens terms the difference with a release unit or a release package?