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Universal Request integration - Incident Management › Incident Management integrations › Reference › Incident Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Resolve, reopen, or close incident associated with universal request

Resolve, reopen, or close are actions from the Incident Actions widget that is available on the universal request record for the requester. The Incident Actions widget is available only when an incident is the primary task of a Universal Request record.

Before you begin

Role required: none

Associate an incident with a Universal request.

Procedure

  1. Navigate to your portal page.

  2. Click Requests.

  3. Open the universal request that is associated with the incident.

  4. Perform any of the following actions from the Actions widget.

    OptionDescription
    ResolveResolves the incident and updates the state of Universal Request record.
    ReopenReopens a closed incident and updates the state of Universal Request record.
    CloseCloses an incident and updates the state of Universal Request record.

    Note: The state of Universal Request record is updated based on the configuration provided on the State Mapping [universal_request_state_mapping] table.

Parent Topic:Universal Request integration - Incident Management