Route to incident once incident created from universal request

[MS17]

Hi All,

We have configured universal request in our instance, so once incident created out of a universal request, if we search that incident in the portal, it is redirected to the universal request record not an incident (OOTB). but i want to see the incident if we search it with the inc number, how this configuration can be done? i haven't worked on the portal, any suggestion would be helpful.

Thanks.

[Shubham_Jain]

@MS17 

Steps to Disable Universal Request Redirection for Incidents

1. Go to Service Portal Table Redirections

   • Navigate to sp_table_map table by typing this in the filter navigator:
     sys_db_object.sp_table_map.list
   • Look for an entry where:
     • Table = incident
     • Redirect to Table = universal_request
   • Open the record and either:
     • Disable it (set Active = false)
     • Or modify it to allow direct navigation to Incidents.

2. Modify the Search Widget Behavior

   • If your portal search is using a custom widget, you may need to adjust its behavior.
   • Navigate to Service Portal > Widgets and look for the search widget being used.
   • Check if there's any script that redirects incident records to universal_request and modify it to display Incidents directly.

3. Check URL Mapping in sys_url_alias

   • Go to System Definition > URL Aliases (sys_url_alias.list).
   • Look for any alias redirecting Incidents (incident.do) to Universal Requests.
   • Remove or modify that alias.

4. Test the Changes

   • Go to the Service Portal.
   • Search for an Incident Number (INCXXXX).
   • Confirm that it now directly opens the Incident instead of the Universal Request.

[MS17]

Hi @Shubham_Jain ,

I couldn't find this table sys_db_object.sp_table_map.list,  could you please check?

Thanks.

[Shubham_Jain]

@MS17 Use sys_db_object.list in the navigation bar.

[MS17]

@Shubham_Jain 

I could see the table now, but i couldn't find the columns you have mentioned

• Table = incident
• Redirect to Table = universal_request

Thanks.