Requests are not linked to Incidents/Cases when 'Create Request' UI action is used - Support and Troubleshooting

Requests are not linked to Incidents/Cases when 'Create Request' UI action is used Description  You can create a catalog request to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.

Note: If you set the Use the sc_layout driven cart macros (default true) ( glide.sc.use_cart_layouts ) property to false and create a request from a parent table record, the request is not associated with the parent table record. Example: Create a brand new Catalog Item. Configured the form to show the 'Use Cart Layout' field on the form. Unticked or set the field to false. Open an existing Incident/Case record, from the context menu, click on 'Create Request', select the newly created Catalog Item, complete the fields and submit. The new request was not linked to the incident/case record. Additional Information The linking happens only when the 'use cart layout' is true, this is documented here:

https://docs.servicenow.com/csh?topicname=create-request-from-other-flow.html&version=latest

There is an existing PRB (PRB1319193) which development has closed with a reason of working as expected.