There is no link between an incident and SR when the SR is created from an incident?

[Suggy]

We have scenarios where an incident is created instead of service request. For such cases, the Service desk team creates an SR using from the context menu and closes the incident with resolution code as 'Created INC instead of SR'.

But on the incident form nor on the related list, we dont see the request details at all. Is this expected not to show the SR details on INC? If yes, isnt it a incomple solution (considering creation of SR from INC using the context menu?)

[Akash4]

Hello,

The Incident reference is stored in Parent field of sc_request table. You can view this from List view on Request or add the Parent field to the form layout of sc_request.

In case if above is not true then the Service Desk might be using Cart Layout screen and may have property settings not configured. The setting of glide.sc.use_cart_layouts property to false and create a request from a parent table record, the request is not associated with the parent table record.

SN Supporting link: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0744900

Hope this helps!
Regards, Akash
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[Suggy]

Hi @Akash4 Yes, on parent field in request form, the incident number is shown, but muy ask is other way round.

We do several reporting on Incident table. And no where on the INC form not its realted table, the reqeust number is shown

[Akash4]

1. For viewing basis on particular Incident, you can add Related List namely Request -> Parent.

2. For bulk reporting, you can use Related list feature under Reports as follows:

3. If you want visibility of Request on Incident, then a Database view is suggested. It's simple with a unique key common in both and where clause settings applied to both tables. The DB View shows both tables' columns in 1 view.

Hope this helps!
Regards, Akash
Please mark it as helpful 👍 or Accept Solution ✔️ based on the response to your query.

[Akash4]

Hello, did any of answers above helped you, incase you can please mark it as Solution Accepted or Helpful. Thanks.