How does Universal Request get's created for records like Incidents/RITMS/HRCases?

[nirwan_ritik]

Issue: For the Request (req) having more that one RITM's universal record is not getting created. [Got to know this is expected behavior]

Wanted help on: 
I want to understand how does an Universal Request record get's created in the backend automatically, when a new Incident or HRCase or RITM gets submitted. So that we could do some custom configuration to rectify the above issue.

Kindly help me regarding the same 🙂

[Maik Skoddow]

Hi @nirwan_ritik 

I think you misunderstood the concept of universal requests. Basically they come first, and then an agent can decide to create any further ticket types like catalog requests or incidents.

Please take a look on my page https://www.servicenow.com/community/hrsd-articles/hrsd-universal-request-knowledge-amp-troubleshoot... which provides some links to resources that may help you to understand the topic better.

Maik

[nirwan_ritik]

Hi Maik,

Thanks for the reply. When an incident is created form itil page using the create new module, once the incident gets submitted, a new UR records gets automatically tagged to it. This is what I want to understand how does it work.

Thanks

[Dr Atul G- LNG]

Hi @nirwan_ritik 

No, Universal request mainly work when a end user raise the incident rom portal. Like in my PDI:

If you create incident from native view (New module~), Universal request not generated. 

or 

you go in universal request and then create Inc , then mapping will be there

[nirwan_ritik]

In the first screenshot, you created an Incident first right? And then a new UR got tagged to it.
This is what I want to understand. How the UR got created once the incident got saved. 

If you check my issue in the question, we want to build a custom configuration so that even if a Request REQ has multiple RITM's, those RITM's must be tagged with separate UR's. Understanding the creation of UR's will help me achieve my use case.

Thanks for the quick reply 🙂