How to create a record from an incident

An incident can trigger additional records as part of the resolving the incident. You can create change, problem, or another incident record from an incident. For example:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

If an incident is recurring, it might be the result of an underlying problem.

If the resolution of the incident depends on a change to the enterprise infrastructure, successful resolution of the incident requires a change.

If the incident requires involvement from the request fulfillment process to be resolved or if the incident was created in error, you may want to open a related service request.

If the incident is complicated, you may want to open a related incident.

You can also create a knowledge or news article from an incident.

When you create a record from an incident record, Service Management automatically creates a relationship between the records.

Change/Problem/Incident/Request from incident. Service Management automatically creates a relationship between the records, and the related record appears in the Related records tab.

Article from incident. The knowledge or news article appears in the incident's Related knowledge tab.

Note

Data domain assignments are copied when you create a change, problem, or incident from an incident.
Data domain assignments are not copied when you create a knowledge or news article from an incident.

For more information about domains, see Data domain segmentation.

To create a record from an incident:

From the main menu, select Run > Incident > Incidents.

Select the incident record from which to create a new record.

To filter the record list, click the Add filter button. For more information, see Filters.

Click the record identifier in the ID column to display the selected record.

On the toolbar, click and select the type of record to create from the incident.

Service Management displays the correct form to gather the appropriate information for the new record, and automatically fills in common information.

For more information about the field mappings, see Mapping records created from an incident record.

Enter the details for the new record, and save the record.

In the incident record the new related records are displayed in the Related records tab, as follows:

Related record	Related record displayed under
Incident	Depends on this incident
Problem	This incident depends on
Change	This incident depends on
Request	This incident depends on

In the related records, the source incident is displayed in the Related records tab as follows:

Related record	Incident record displayed under
Incident	This incident depends on
Problem	Depends on this problem
Change	Causes of the change
Request	Depends on this request

In the incident record, related knowledge and news articles appear in the Related knowledge tab.