---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Manage associated incidents

# Resolve, reopen, or close incident associated with universal request {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Resolve, reopen, or close are actions from the Incident Actions widget that is available on the universal request record for the
requester. The Incident Actions widget is available only when an
incident is the primary task of a Universal Request record.

## Before you begin

Role required: none

Associate an incident with a Universal request.

## Procedure

1. Navigate to your portal page.
2. Click Requests.
3. Open the universal request that is associated with the incident.
4. Perform any of the following actions from the Actions widget.

   | Option | Description |
   | Resolve | Resolves the incident and updates the state of Universal Request record. |
   | Reopen | Reopens a closed incident and updates the state of Universal Request record. |
   | Close | Closes an incident and updates the state of Universal Request record. |
   |-|-|

   {#resolve-reopen-close-inc-sp__choicetable_iq5_3vx_jlb}  
   Note:  
   The state of Universal Request record is updated based on the configuration provided on the State Mapping \[universal_request_state_mapping\] table.