Customize fields copied from Universal Request to incident

Customize fields so that the values of some fields in the universal request automatically get copied to an incident record when an incident is associated with a universal request record. It saves your time from manually entering the information every time you create an incident.

Before you begin

Role required: incident_manager or admin

Procedure

1. In the left navigation pane, enter sys_properties.list and press the Enter key.
2. Search and open the system property sn_inc_uni_req.incident.universal_request.copy_fields.
3. In the Value field enter the universal request and the incident field.
   For example, caller_id=opened_for means that the value of the field called_id from the universal request form is copied to the opened_for field in the incident form.