Create Incident or Service Request from Universal Request

[nataliya_b]

Hello All

I am confused about OOTB behavior for Universal Request and creation of Incident or Service Request from UR. Would be possible to help?

(we have UR-INC and UR-REQ integration configured)

1) When i create UR record and click on UI action Create Incident, Incident created with Parent is Empty and Universal Request = my UR record

2) When i create UR record and click on UI action Create Request, REQ (RITM) created and REQ has Parent = my UR number and Universal Request = UR number.

Should not the Incident Parent field be populated with UR number (the same way as REQ is populated)? 

Both cases have records (INC and REQ/RITM) created from UR, why Incident Parent field is empty?

[Dr Atul G- LNG]

Hi @nataliya_b 

OOTB, it creates nothing — just a UR (User Request) record that is visible to both the user and the fulfiller. Based on the description provided by the end user in the UR, the UR assignment group members decide whether it falls under an incident or a request. This is where 100% human intervention is required — i.e., the purpose of having a UR is to avoid the incorrect creation or wrong type of record being created.

[Dr Atul G- LNG]

Hi @nataliya_b 

The universal request number from which the incident is created appears in the Universal Request field on the Incident form. The incident number appears in the Primary Ticket field and also in the Associated Tickets related list of the Universal Request form.

[Dr Atul G- LNG]

Hi @nataliya_b 

On the Requested item form, the universal request number that was used for creating the request is displayed. The request item number (RITM#) appears in the Primary ticket field on the Universal Request form and also under the Associated Requests related list.

I don’t think there is any Parent field on the UR form

https://www.servicenow.com/docs/bundle/yokohama-employee-service-management/page/product/universal-r...

[nataliya_b]

Hi @Dr Atul G- LNG , thank you for your replies.

The question is why REQ record gets Parent field populated with UR and Incident record does not.

Should not be behavior be consistent for records created from UR record?

If records (REQ/RITM and INC) are populated differently, what is the purpose of Parent field to be populated with UR# for REQ?