---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Create incident from Universal Request

# Create incident from Universal Request {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create an incident from a universal request record to restore service to a customer
as soon as possible. After creating the incident record, you can investigate potential
solutions.

## Before you begin

Role required: routing_agent and ITIL or admin

Activate the Universal Request (sn_uni_req) and the Universal Request Integration for Incident Management
(sn_inc_uni_req) plugins.

## Procedure

1. Navigate to Universal RequestsAll.
2. Open the universal request record from which you want to create an incident.
3. Click Create Incident.  
   An incident record is created and associated with universal request. The incident record is not saved until you submit the record.
4. Fill in the fields on the [incident
   form](https://www.servicenow.com/docs/ZV5TUfs~ylIDsvcsk8LY6g "Create an incident record to document a deviation from an expected standard of operation.") and click Submit.  
   The universal request number from which the incident is created appears in the Universal Request field on the Incident form. The incident number appears in the Primary Ticket field and also in the Associated Tickets related list of the Universal Request form.

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