Create incident from Universal Request in ITSM Agent Workspace

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 Requests > All.
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 and click Save.
   The universal request number from which the incident is created appears in the Universal Request field on the Incident form in workspace. The incident number appears in the Primary Ticket field and also in the Associated Tickets related list of the Universal Request form.