On Universal request creating associated tickets

[Vinya Jakkula]

Hi team,

Can anyone help me!

In Universal Request, under Related Records → Associated Tickets, when I try to create a new ticket from there, the Universal Request number is not being populated in the Parent field.

[M Iftikhar]

Hi Vinya,

This is expected behavior in some ServiceNow versions. When creating tickets (like Incidents) from the Associated Tickets related list in Universal Request, the Parent field is not always auto-populated Out-of-the-Box (OOB). RITMs/REQs usually handle this correctly, but Incidents and other non-catalog items may not.

Here are a couple of ways to resolve it:

1. Business Rule (Recommended)
   Create a Business Rule on the target table (e.g., Incident) to set the Parent field using the universal_request reference:

• Table: Incident

• When: After Insert

Use this script:

(function executeRule(current, previous) {
    if (current.universal_request && !current.parent) {
        current.parent = current.universal_request;
        current.update();
    }
})(current, previous);

1. UI Action (Alternative)
   If you want a UI-driven solution, create a UI Action on the target table to pre-populate the Parent field when creating a ticket from UR:

if (typeof window.parent !== 'undefined' && window.parent.g_form) {
    var urSysId = window.parent.g_form.getUniqueValue();
    if (urSysId) {
        g_form.setValue('parent', urSysId);
    }
}

1. Verify Field Mappings
   Ensure the universal_request field exists on your target table and is being populated when tickets are created. This field should store the sys_id of the UR record.

      Hope this helps!
      Thanks & Regards,
      Muhammad Iftikhar
      If my response helped, please mark it as the accepted solution so others can benefit as well.

[svirkar420]

Hey @Vinya Jakkula , Can you elaborate your requirement? The table which you are using is it OOT table or a custom table? how are you navigating there? have you checked the table prefix in "table definition" table in controls tabs??

If this solution helped you Please Mark this solution as accepted and helpful as it will be helpful for other users as well.
Best Regards.
Saurabh V.