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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Create a record from an incident

# Create a record from an incident {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a problem, change, or request record from an incident.

## Before you begin

Role required: itil, itil_admin, or admin

## About this task

When the cause of an incident is an error or widespread issue, a problem is generated
from the incident. When the issue requires a change to the infrastructure or a
business service, a change record is created from the incident. When the resolution
for the user is to request hardware or software, a request is created from an
incident.

## Procedure

1. Navigate to AllIncidentOpen.  
   Note:  
   If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see [Redirect UI16 module links to Service Operations Workspace](https://www.servicenow.com/docs/ifUpA_Jb2RQW6HDDErQE2Q "Redirect classic UI16 module navigation links to the equivalent Service Operations Workspace (SOW) experience.").
2. Open the incident record.
3. Select the Additional Action (![Additional Action Menu icon]()) icon and then select the appropriate option.

   | Task record | Action |
   | Problem | Create Problem. For more information, see [Create a problem](https://www.servicenow.com/docs/PmZ_NAJL0WLpPWzpDeLf8Q "A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again."). Note: Use the property List of attributes (comma-separated) that will be copied from the incident to create a new problem (com.snc.problem.create_from_incident.attributes) to specify fields on the Incident form. The values of these fields are copied to the respective fields on the Problem form. The property is available for customers starting with the Madrid release. |
   | Request | Create Request. For more information, see [Create a request from an incident](https://www.servicenow.com/docs/~s59vcbnPuXB~7u8_3QquQ "If a user needs catalog items such as an application or a laptop, create a request from the incident. Linking the request to the incident helps you track associated requests."). |
   | Change | Create Normal, Standard, or Emergency Change. For more information, see [Create a change request](https://www.servicenow.com/docs/d9g1mmI~EBDHDZIOuOoM7Q "Create a change request to implement a controlled process for modifying approved and supported configuration items (CIs)."). Note: The Create Normal Change, Create Standard Change, and Create Emergency Change scripts copy these fields from the Incident form: * short_description * description * cmdb_ci * priority * company {#t_PromoteAnIncident__ul_ify_w3r_bq} The syntax for copying a field from the Incident form to the Change form is: `changeRequest.setValue("field_name", current.field_name);`. The admin adds this information in the script block of the incident record. |
   |-|-|

   {#t_PromoteAnIncident__choicetable_s5g_lgw_xy}  
   The form for the new record appears and is already saved. Specific fields are copied from the incident to the new record. A reference to the new task record appears in the Related Records section of the Incident form.
4. **Optional:** Complete the Problem, Change, or Request form with additional information and select Update.

*[\>]: and then