Should A Problem Ticket Be Created For Every Incident?

I have come across this question quite often. There is a section of people who believe that a problem ticket should be created for every incident. There is another section of people who believe that a problem ticket should be created for every major incident.

As per the ITIL best practice, whenever an incident is recorded, even if it is a major incident, it has to be matched with the known error database (KEDB). In case the incident has a match in KEDB then a problem ticket should not be created. The reason for this is that - a similar incident has already been resolved, its resolution is available and no further investigation is required. This incident would be tagged to the matched known error thereby also increaing the incident count against that known error. This data can be further used by the problem management team for Proactive Problem Management.

On the other hand, if there is no match in KEDB for a incident, then a corresponding problem ticket should be created. As the goal of incident management is to resolve the incident as quickly as possible, so incident management team can work towards resolving the same. Any resolution provided by incident management team for such an incident should be updated against its problem record. This is meant to get the resolution evaluated by the problem management team, who will add it to KEDB in case the resolution is correct, or else will provide a correct workaround or resolution.