--- title: Create incident, problem, change, and request records from cases description: As customer service agents, create incident, problem, change, and request records from open cases in workspaces.As a customer service agent, create an incident record from a case or associate an existing incident with a case in CRM Workspace.As a customer service agent, create a problem record from a case or associate an existing problem with a case in CRM Workspace.As a customer service agent, create a normal change record from a case or associate an existing normal change record with a case in CRM Workspace.As a customer service agent, create a standard change record from a case or associate an existing standard change record with a case in CRM Workspace.As a customer service agent, create a request record from a case or associate an existing request with a case in CRM Workspace. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-item-agent-tasks.html release: australia topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 4 breadcrumb: [Integrate with IT Service Management, Integrate, Customer Service Management] --- # Create incident, problem, change, and request records from cases As customer service agents, create incident, problem, change, and request records from open cases in workspaces. ## Create an incident record from a case As a customer service agent, create an incident record from a case or associate an existing incident with a case in CRM Workspace. ### Before you begin Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent ### Procedure 1. Open a customer service case. 2. Select the More UI Actions icon \(\[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: More UI Actions icon\) and select **Create Incident**. The following information is copied from the case to the incident record: |Case fields|Incident fields| |-----------|---------------| |Short description|Short description| |Default impact|Impact| |Urgency|Urgency| |Contact|Caller| |Configuration item \(if available\)|Configuration item| **Note:** You can manually change the incident impact and urgency to different values on the incident record as needed. ### Result Information about the incident is added as follows: - An update with the incident number is added to the case work notes. - The incident is added to the **Incident** field in the **Related Records** form section on the case form. - The case number is added to the Customer Cases related list on the Incident record. - If the case has an associated Problem, Change Request, or Caused by Change record, this information is also copied to the incident record. - The domain of the incident is mapped to the domain of the case. ## Create a problem record from a case As a customer service agent, create a problem record from a case or associate an existing problem with a case in CRM Workspace. ### Before you begin Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent ### Procedure 1. Open a customer service case. 2. Select the More Actions icon \(\[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: More Actions icon.\) and select **Create Problem**. The following information is copied from the case to the Problem record: |Case fields|Problem fields| |-----------|--------------| |Short description|Problem statement| |Impact|Impact| |Urgency|Urgency| |Priority|Priority| |Company|Company| |Configuration item \(if available\)|Configuration item \(if blank on case, agent can manually update on problem record\)| |Case sys\_id|First reported by| **Note:** You can manually change the problem impact and urgency to different values on the Problem record as needed. ### Result Information about the problem is added as follows: - An update with the problem number is added to the case work notes. - The problem is added to the **Problem** field in the **Related Records** form section on the case form. - The case number is added to the Customer Cases related list on the Problem record. - The domain of the problem is mapped to the domain of the case. ## Create a normal change record from a case As a customer service agent, create a normal change record from a case or associate an existing normal change record with a case in CRM Workspace. ### Before you begin Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent ### Procedure 1. Open a customer service case. 2. Select the More Actions icon \(\[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: More UI Actions icon.\) and select **Create Normal Change**. The following information is copied from the case to the change record:
Case fields Change fields
Short description Short description
Description Description
Impact Impact
Urgency Urgency
Priority Priority
Company Company
Contact Caller
Configuration item \(if available\) Configuration item**Note:** The change manager can update the configuration item on the change record. If the configuration item is not available, the agent can also manually update this information.
**Note:** You can manually change the change impact and urgency to different values on the change record as needed. Default values are added to the following fields on the change record: - **Type**: Normal - **State**: New - **Category**: Other - **Risk**: Moderate ### Result Information about the change is added as follows: - An update with the change number is added to the case work notes. - The change is added to the **Change Request** field in the **Related Records** form section on the case form. - The case number is added to the Customer Cases related list on the Chnage record. - The **Requested by** field on the change record is updated with the case agent. - The domain of the change is mapped to the domain of the case. ## Create a standard change record from a case As a customer service agent, create a standard change record from a case or associate an existing standard change record with a case in CRM Workspace. ### Before you begin Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent ### Procedure 1. Open a customer service case. 2. Select the More Actions icon \(\[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: More UI Actions icon.\) and select **Create Standard Change**. The standard change record is created using the Standard Change template, which is defined in the Standard Change catalog. The data mapping is created from the template; no data is copied from the case to the change record. ## Create a request record from a case As a customer service agent, create a request record from a case or associate an existing request with a case in CRM Workspace. ### Before you begin Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent ### Procedure 1. Open a customer service case. 2. Select the More Actions icon \(\[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: More UI Actions icon.\) and select **Create Request**. The following information is copied from the case to the request record: |Case fields|Request fields| |-----------|--------------| |Short description|Short description| |Contact|Contact| **Note:** You can manually change the request impact and urgency to different values on the request record as needed. ### Result Information about the incident is added as follows: - An update with the request number is added to the case work notes. - The request is associated with the case and is added to the **Requests** related list on the Case form. - The case number is added to the Customer Cases related list on the request record. - The domain of the request is mapped to the domain of the case.