---
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


---

# Create a record from incident

# Create a record from incident {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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 AllIncidentOpen.  
   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://servicenow-prod.fluidtopics.net/vL8HZs36~TCAlAHAiJ5i~w "Redirect classic UI16 module navigation links to the equivalent Service Operations Workspace (SOW) experience.").
2. Open the incident record.
3. Right-click on the header form and on the context menu, select the appropriate option.

   | Task record | Option |
   | Problem | Create Problem. For more information, refer to [Create a problem](https://servicenow-prod.fluidtopics.net/PxVRuY~nZaWv6v76ok6jEw "A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again."). 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](https://servicenow-prod.fluidtopics.net/bGfxtOaId1tVfmpHgYynLg "When you work on an incident and determine that the user needs one or more catalog items, such as an application or a new laptop, you can create a request from the incident. It helps you in tracking the requests associated with an incident and vice versa."). |
   | Change | Create Normal, Standard, or Emergency Change. For more information, refer to [Create a change request](https://servicenow-prod.fluidtopics.net/laj6IUiVKxXyDUK3C3hfzw "Create a change request to implement a controlled process for modifying approved and supported configuration items (CIs)."). 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 {#t_PromoteAnIncident__ul_ify_w3r_bq} 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. |
   |-|-|

   {#t_PromoteAnIncident__choicetable_s5g_lgw_xy}  
   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, Change, or Request form with additional information and click Update.

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