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Requests are not linked to Incidents/Cases when 'Create Request' UI action is used - Support and Troubleshooting
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KB0744900

Requests are not linked to Incidents/Cases when 'Create Request' UI action is used


1700 Views Last updated : Nov 17, 2023 public Copy Permalink
KB Summary by Now Assist

Issue

You can create a catalog request to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.

Note: If you set the Use the sc_layout driven cart macros (default true) (glide.sc.use_cart_layouts) property to false and create a request from a parent table record, the request is not associated with the parent table record.
 
Example:
  1. Create a brand new Catalog Item.
  2. Configured the form to show the 'Use Cart Layout' field on the form.
  3. Unticked or set the field to false.
  4. Open an existing Incident/Case record, from the context menu, click on 'Create Request', select the newly created Catalog Item, complete the fields and submit.
  5. The new request was not linked to the incident/case record.

Related Links

The linking happens only when the 'use cart layout' is true, this is documented here:

https://docs.servicenow.com/csh?topicname=create-request-from-other-flow.html&version=latest

 
There is an existing PRB (PRB1319193) which development has closed with a reason of working as expected.

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