Problem management investigates the cause of one or more incidents. Incident management focuses on restoring service. You can restore a user through a workaround while the underlying cause remains under investigation. Keep those outcomes separate when updating the records.
A Problem reference links an incident to its investigation. Several incidents can point to the same problem without becoming duplicate incident records. Record known symptoms, a workaround, and investigation findings where the team can maintain them. A known error describes a problem with a documented cause and workaround under the organization's process. Don't close every linked incident automatically because a problem investigation changes state. Each incident still needs its own restoration evidence and lifecycle handling.