Create Incident from Request does not show link

[Trish Mac]

Hello,

We have been successfully using Request Link from an Incident - the REQ layer shows the Inident link and the Incident shows the RITM on the Related Records tab in the Requested Items section.

We recently enabled the UI action to allow Create Incident from a RITM (this was already in our instance, we didn't create this UI Action) and this works, however there is no link in the Request and no link in the created Incident to identify the link.  We've had to manually add the RITM # to a worknote in the Incident and vice versa.  

Does anyone have a way to show the link between the Request and Incident when using Create Incident from the RITM?

Thanks,

Trish

[Sandeep Rajput · Accepted solution]

@Trish Mac Check the Parent field on the incident, ideally it should have the RITM reference on it. 

[BalaG · Accepted solution]

Hello @Trish Mac   as Sandeep stated, by default the parent field of the created incident references the RITM. However none of the out of the box views seem to include "parent" field.  You'll have to create a custom view and include "parent" field. See attached image, this is the detail of an incident with "parent" field.

Hope this helps, if it does please mark it as such.

--

Bala Guthy

[Trish Mac]

@BalaG  THANK YOU!  The screenshot you gave me got me where I needed to be.  I didn't realize there is a Parent field that needs to be added to the Incident form.  I simply went into Form Layout and added it.  Then I ran a test from a request I created and BAM!  The RITM # shows up in that Parent field.   Thank you very much!  Marked as an Accepted Solution.

Trish

[Sumanth16]

Hi @Trish Mac ,

Description

You can create a catalog request to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.

Note: If you set the Use the sc_layout driven cart macros (default true) (glide.sc.use_cart_layouts) property to false and create a request from a parent table record, the request is not associated with the parent table record.

Example:

1. Create a brand new Catalog Item.
2. Configured the form to show the 'Use Cart Layout' field on the form.
3. Unticked or set the field to false.
4. Open an existing Incident/Case record, from the context menu, click on 'Create Request', select the newly created Catalog Item, complete the fields and submit.
5. The new request was not linked to the incident/case record.

Additional Information

The linking happens only when the 'use cart layout' is true, this is documented here:

https://docs.servicenow.com/csh?topicname=create-request-from-other-flow.html&version=latest

There is an existing PRB (PRB1319193) which development has closed with a reason of working as expected.

Plz mark my solution as Accept, If you find it helpful.

Thanks & Regards,

Sumanth meda

[Trish Mac]

Hi @Sumanth16 - thank you for your information. I checked the glide.sc.use_cart_layouts property and it's set to true.   It's working now by adding the Parent field to the form layout for Incidents.  Even with Use Cart Layout unchecked for the catalogue item, likely because the property you specify is set to true, it works now when converting a request from the RITM to put the RITM # in the parent field in the Incident.  That's the result I need.

Thankyou for your information!  I've marked your response as Helpful.

Trish