On Activating "Universal request" plugin, create incident topic block is brokenIssue In Virtual agent, Create Incident Topic block is creating Universal request rather than creating incident record as part of deflection because Universal request Plugin is activated.ReleaseAll releasesCauseThe issue is causing due to on setting property "com.snc.create_universal_request_with_incident" to 'true'ResolutionIt is behaving expected as per design, When "Universal Request" plugin (com.snc.universal_request) is active and the Create Universal Request with incident property (com.snc.create_universal_request_with_incident) is set by default 'true'. On setting property "com.snc.create_universal_request_with_incident" to 'false', The Virtual agent will create incident, which uses create incident topic block.Related LinksPlease find below product documentation for more information: https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/itsm-virtual-agent/reference/itsm-virtual-agent-topics.html#itsm-virtual-agent-topics__section_lvv_rrl_f3b