I really hate the service management of HP. ITs built from a DOS GUI but I saw my friends company try the newer GUI and it does not look that bad but it is still a bit too complex.
Just assign ticket. allow other tickets to be attached to it when it affects many people. Mark ticket with SLA status then have a SOLVED/REJECTED/OPEN/ASSIGNED status.
No need to make it more complex at all. By making it more complex will force your IT workers to do more clicking and less solving. Making things complex slows things down which is bad for the end users. That is what is wrong with HP helpdesk ticketing systems. All these managers want bars and graphs and people in the field could care less.