IT teams can create service requests from incidents when the reported issue represents a user need, such as access or provisioning, rather than a service disruption. Creating a service request routes the request through the correct fulfillment workflow, and avoids incident-specific timelines and SLAs.
Where: This change applies to Lightning Experience in Unlimited, Enterprise, and Performance Editions with Agentforce IT Service.
Who: To manage incidents, you need the Incident Fulfiller or the Incident Manager permission set group.
How: From the incident record, incident fulfillers can use the Action Launcher to create a service request associated with the incident. The new service request retains key details from the incident, such as Reported By and Created By, while the original incident remains unchanged.