---
schema_version: "1"
id: 8a54685b441acc8f9c021105a902ae9251affc84dfeda0e3e95290b568031087
title: Set Up Service Requests from Incidents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_setup_inc_to_sr.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_inc_to_sr.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3f01dacc57e4db7c43f300695165725e232ad207ae81d1ad8b041079dee972c2
description: Create a service process, an intake flow, and an Action Launcher deployment to enable creating service requests from incidents.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Service Requests from Incidents

Create a service process, an intake flow, and an Action Launcher deployment to enable creating service requests from incidents.

Assign these permissions to yourself and to users who create service requests from incidents:

 
| Permission Set | Description |
| --- | --- |
| Industry Service Excellence | Access service request objects and Industry Service Excellence features. |
| Unified Catalog Agent | Manage catalog items and service processes. |
| Unified Catalog Admin | Create screen flows. |

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png)

Note After the service process and Action Launcher are set up, users only need the Unified Catalog Agent and Industry Service Excellence permission sets to create service requests from incidents.

1. [Create a Service in Unified Catalog](https://help.salesforce.com/s/articleView?id=ind.uc_create_a_service_in_unified_catalog.htm&type=5&language=en_US).
2. Configure a service process.
    1. [Configure a Data Model for Unified Catalog](https://help.salesforce.com/s/articleView?id=ind.uc_select_target_outcome.htm&type=5&language=en_US).
        
        For example, select **Incident** as the Target Data Model to create the final service request record from the incident.
    2. [Create data attributes](https://help.salesforce.com/s/articleView?id=ind.manage_attributes_for_your_service_request.htm&language=en_US&type=5) to store specific information for your service request and to define the fields your users see during the request intake.
    3. [Configure an intake form](https://help.salesforce.com/s/articleView?id=ind.intake_form_service_process.htm&language=en_US&type=5) for the service process by using either an Omniscript or a screen flow.
        
        For a screen flow intake, add a variable resource for the incident record ID.
        
         
        | Setting | Example Value |
        | --- | --- |
        | Resource Type | Variable |
        | API Name | recordId |
        | Data Type | Text |
        | Availability Outside the Flow | Available for input |
        
        For more information, see [Automate the service request completion with a fulfillment process](https://help.salesforce.com/s/articleView?id=ind.auto_svc_request_fulfmt_process.htm&type=5&language=en_US).
    4. Save and activate the flow.
3. Create an Action Launcher deployment.
    1. From **Setup**, in the **Quick Find** box, enter Action Launcher, and then select **Deployments**.
    2. Click **New Deployment**.
    3. Click **Next**.
    4. Enter the deployment details and then click **Next**.
        
         
        | Setting | Example Value |
        | --- | --- |
        | Label | Create Service Request |
        | API Name | CreateServiceRequest |
        | Guidance to Show | Buttons, flows, links, and quick actions |
    5. On **Select Objects**, add **Incident** to Selected Objects, and then click **Next**.
    6. On **Select Actions**, deselect any actions that are selected by default, and then select your screen flow.
    7. Click **Next**.
    8. Review the summary, and then click **Done**.
4. Add the Action Launcher component to the Incident page. See [Add the Action Launcher Component to a Page](https://help.salesforce.com/s/articleView?id=ind.add_the_action_launcher_component_to_a_page.htm&type=5&language=en_US).
5. Save your changes.