Creating multiple incidents from a single chat in ServiceNowIssue Occasionally the question of whether it's possible to create multiple incidents from a single Connect Chat window comes up. Use case A user initiates chat and an agent accepts the chat, this starts a conversation. The agent creates an Incident with the Connect Action - "Create Incident"An incident is createdIf the agent clicks on Actions again, the Create Incident Connect action is no longer available. Currently, we don't have an out-of-box functionality to create multiple Incidents with a single chat. Related LinksConnect Actions are configured as described in Administer Connect ActionsThe Create Incident Connect action has the following condition: (conversation.table === 'chat_queue_entry') && (conversation.document.assigned_to == gs.getUserID()) Due to this condition, the connect action won't appear again once the incident is created from a conversation. This behavior is designed intentionally. A conversation can only be linked to one record at a time. This is how we copy the comments from the chat into the incident and continue to post comments to that incident.If Conditions are removed then a second Incident can be created from the chat, but then it would be outside of the normal design and comments will copy to both incident records. The second incident will have all previous comments as well. If you change/remove the conditions from the Connect action then it will be part of a customization which you will need to manage on your own.