How to create a change request from universal request

[kummara _siva]

Hi,

We are currently implementing Universal Request (UR) for a client and would like to know whether it is possible to create a Change Request directly from a Universal Request.

Is there any out-of-the-box (OOB) configuration available to enable this, or do we need to build it from scratch, similar to how Incident creation is implemented?

Thanks in advance!

[Dr Atul G- LNG]

Hi  

We can't create a Change from Universal Request. We can create an Incident, and from the Incident we can create a Change.

OOTB, this is the standard behavior and works this way only.

https://www.servicenow.com/docs/r/employee-service-management/universal-request-for-hr-service-deliv...

[kummara _siva]

can we use a service configuration to create a change request by customization .

[Dr Atul G- LNG]

You can do it, but I'm not in favor of it.

Universal Request (UR) is not designed to make Change the primary record. In an ITSM implementation, the primary record should remain the Incident. If you add the ability to create a Change directly, you're effectively bypassing the standard process.

If a Change needs to be raised, it's better to expose the appropriate Change Catalog item in the portal and ask users to submit it through the correct process.

I would recommend avoiding this customization, as it introduces unnecessary technical debt and moves away from the out-of-the-box design.

[Tanushree Maiti]

Hi @kummara _siva c

My Understanding is that we can do it in indirect way. such as:

No Direct way is there to create CR from UR.

Procedure:

1 a)Use OOB  Create incident : Create incident from Universal Request 

   b) Use OOB Create Request ( Record producer RITM): Create a request from Universal Request 

2a ) You can reuse logic of Create Change UI Action of Incident

b) From record producer-> you can map it to Change request