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Create task record from incident

Create task record from incident

You can create a problem, request, or change record from an incident.

Before you begin

Role required: itil, itil_admin, or admin

About this task

When the cause of an incident is an error or widespread issue, a problem is generated from the incident. When the issue requires a change to the infrastructure or a business service, a change record is created from the incident.

When the resolution for the user is to request hardware or software, a request is created from an incident.


  1. Open the incident record.
  2. Open the form context menu and select the appropriate option.
    New task recordSelect
    Problem Create Problem.
    Request Create Request.
    Change Create Normal Change or Create Emergency Change.
    The form for the new record appears and has been saved. Particular fields are copied to the newly generated record from the incident.
  3. Complete the Problem or Change form with additional information.
  4. Click Update.
    The new record is saved. The incident is cross-referenced to the problem, change, or request as follows:
    Task to be created Incident form reference Task form reference
    Problem Problem field in the Related Records section. Incidents Related list in the Problem form.
    Request The administrator can configure the Incident form to include the Requests embedded list. Parent field in the Request form. If necessary, the administrator can configure the Request form to display the Parent field.
    Change Change Request field in the Related Records section. Incidents Fixed by Change Related list in the Change Request form.

    The following images illustrate the Incident form references for incidents from which to a problem, change, or request record is created.

    Related records Incident form section
    Requests embedded listed in Incident form