Different activities between universal_request.list and incident.list

[Junyu]

Dear all,

I met a question about activities in universal_request.list and incident.list.

In incident.list, I only have one comment: good

The system shows this record is the primary ticket for UR0010033, then I click on it, and add some comments:

But I found it incident.list's activities is not affected. It still has only one comment: good.

So my question is: What's the relationship between universal_request.list and incident.list? Are their data(activities) independent? When I create an incident (INCxxxxx), it will automatically become the primary ticket of universal_request (URxxxxx), why?

Thanks a lot.

[Musab Rasheed]

Hi @Junyu ,

Please go through following links. If that helps mark my answer as correct.

https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/concept/inci-mgmt-integ-with-univ-req.html

https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/itsm-workspace/concept/inci-inte-with-univ-req-workspace.html

https://docs.servicenow.com/bundle/quebec-employee-service-management/page/product/universal-request/concept/ur-landing-limitedaccess.html

Regards

[Aman Kumar S]

Hey,

Found one relative article which states how fields are synced

Incident management integration with Universal Request

• The Universal Request form has the UI action to create an incident. The default fields that are copied from the universal request record to the incident record when a new incident is created are: universal_request, short_description, description, caller_id and opened_by. An incident manager can customize the fields using the system property sn_inc_uni_req.incident.universal_request.copy_fields.
• The Universal Request field appears on the Incident form only when an incident is associated with a universal request record.
• The Routing reason field appears on the incident form when an itil agent routes an incident back to the universal request.
• On the record producer, if you select the Create Universal Request check box, a new incident created from that record producer automatically creates a universal request record. This universal request record is associated with the incident record.

https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/incident-management/task/customize-fields-copied-univ-inc.html