Create a record from an incident
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
-
Navigate to All > Incident > Open.
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.
-
Open the incident record.
-
Select the Additional Action ([Omitted image "additional-actions.png"] Alt text: Additional Action Menu icon) icon and then select the appropriate option.
|
Task record |
Action |
|---|---|
|
Problem |
Create Problem. For more information, see Create a 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 with the Madrid release. |
|
Request |
Create Request. For more information, see Create a request from an incident. |
|
Change |
Create Normal, Standard, or Emergency Change. For more information, see Create a change request.Note: The Create Normal Change, Create Standard Change, and Create Emergency Change scripts copy these fields from the Incident form:
|
- Complete the Problem, Change, or Request form with additional information and select Update.
---
title: Create a record from an incident
description: Create a problem, change, or request record from an incident.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/t\_PromoteAnIncident.html
release: australia
product: Incident Management
classification: incident-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Managing incidents, Incident Management, IT Service Management]
---
# Create a record from an incident
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 **All** > **Incident** > **Open**.
**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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/redirect-ui16-module-links-sow.md).
2. Open the incident record.
3. Select the **Additional Action** \(\[Omitted image "additional-actions.png"\] Alt text: Additional Action Menu icon\) icon and then select the appropriate option.
<table id="choicetable_s5g_lgw_xy"><thead><tr><th align="left" id="d107415e116">
Task record
</th><th align="left" id="d107415e119">
Action
</th></tr></thead><tbody><tr><td id="d107415e125">
**Problem**
</td><td>
Create Problem. For more information, see [Create a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem-management/create-a-problem-v2.md).**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.
</td></tr><tr><td id="d107415e150">
**Request**
</td><td>
Create Request. For more information, see [Create a request from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/create-request-from-incident.md).
</td></tr><tr><td id="d107415e166">
**Change**
</td><td>
Create Normal, Standard, or Emergency Change. For more information, see [Create a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/t_CreateAChange.md).**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 admin adds this information in the script block of the incident record.
</td></tr></tbody>
</table> 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. Complete the Problem, Change, or Request form with additional information and select **Update**.
| title | Create a record from an incident |
| description | Create a problem, change, or request record from an incident. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/t\_PromoteAnIncident.html |
| release | australia |
| product | Incident Management |
| classification | incident-management |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Managing incidentsIncident ManagementIT Service Management |