If you wish to link incidents to a problem record, what type of record should you create?

To link incidents to a problem record effectively, creating a Problem Task is the appropriate choice. A Problem Task is specifically designed to facilitate the investigation and resolution of problems by allowing service desk teams to manage and track the actions necessary to resolve issues related to the problem. This streamlined process enables incident records to be associated with the overarching problem, helping to ensure that all incidents related to a specific problem are captured and addressed effectively.

When incidents are linked to a problem record via Problem Tasks, it enhances visibility and coordination among support teams, providing a structured approach to solving the underlying issues that cause multiple incidents. In turn, this can help in identifying trends, reducing duplication of efforts, and improving the overall efficiency of incident management.

Other records such as Incident Records are focused on managing specific incidents themselves rather than linking them to a problem record. Major Incidents refer to incidents that have a significant impact or urgency, and while they may lead to problem records, they do not specifically facilitate the linking process. Known Errors are related to identified problems that have a documented cause and a temporary workaround but do not inherently establish a direct link between incidents and problems.

Creating a Problem Task appropriately aligns with best practices in IT service management for associating incidents to problems, aiming for a more proactive