How to create a record from a request

A request can trigger additional records as part of fulfilling the request. For example, the fulfilling the request might trigger a new incident.

You can create incidents and knowledge articles from a request record.

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)`

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

Incident from request. Service Management automatically creates a relationship between the records, and the incident appears in the Related records tab.

Idea from request. Service Management automatically creates a relationship between the records, and the idea appears in the Related records tab.

Article from request. The knowledge article appears in the request's Related knowledge tab.

Note

Data domain assignments are copied when you create an incident from a request.
Data domain assignments are not copied when you create an idea or a knowledge or news article from a request.

For more information about data domains, see Data domain segmentation.

To create a record from a request:

From the main menu, select Run > Service Request.

Select the request 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 request.

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 a request record.

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

In the request record, the new incident record appears on the Related records tab, under the This request depends on section.

In the incident record, the request appears on the Related records tab, under the Depends on this incident section.
In the request record, the knowledge articles appear on the Related knowledge tab.