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Create task record from incident

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Create task record from incident

You can create a problem, request, or change record from an incident. 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.

Before you begin

Role required: itil, itil_admin, or admin

About this task

Procedure

  1. Navigate to Incident > Open.
  2. Open the incident record.
  3. Right-click on the header form and on the context menu, select the appropriate option.
    Task recordOption
    Problem Create Problem.
    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 the Madrid release.
    Request Create Request. For more information, refer to Create a request from an incident.
    Change Create Normal, Standard, or Emergency Change.
    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

    The syntax for copying a field from the Incident form to the Change form is:

    changeRequest.setValue("field_name", current.field_name);
    The form for the new record appears and is already saved. Some specific fields are copied to the newly generated record from the incident. You can find reference of the newly created task record in the Related Records section of the Incident form.
  4. (Optional) Complete the Problem, Request, or Change form with additional information and click Update.
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