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 

Technically, you are 100% correct. But as I mentioned, I don’t see any parent field in UR. Is this customer in your instance?

[nataliya_b]

the parent in REQ and Incident records, for REQ it is populated with UR and for Incident it does not.

I would assume, if I create record from UR, than parent field shall be populated in REQ and INC, but it is only populated in REQ. Than what is the purpose of populating UR# in Parent of REQ only?

[Dr Atul G- LNG]

Hi @nataliya_b 

https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/incident-management...

[nataliya_b]

thank you @Dr Atul G- LNG for all your help with this.

[Dr Atul G- LNG]

Request you please accept answer(s) and close the thread.