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 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.
2. Configure a service process.
   1. Configure a Data Model for Unified Catalog.
      For example, select Incident as the Target Data Model to create the final service request record from the incident.
   2. Create data attributes 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 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.

   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.
5. Save your changes.