---
schema_version: "1"
id: d79605e105e93fd71f525f7101313592472e3a8a3eb367cdf089e820d8ed9a17
title: Create Service Requests from Incidents when Appropriate
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_it_srvcs_reclassify_inc_sr.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_reclassify_inc_sr.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2f33e8f2685abe2cd6c899ee4ca339d66804074a3cc7e1421e278941ff40d1e0
description: 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.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Create Service Requests from Incidents when Appropriate

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.