do you have 'create service request' rule enabled for Incident?
Can you check if you can see corresponding SR for particular Incident in midtier?
If SR is present still can't visible in SmartIT, it is sync issue.
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As Ganesh mentioned check that you have the rule enabled. If you do , there could be multiple causes.
1. The Customer of the ticket does not have a licence (i.e. No login ID) and only exists a contact.
2. I have had this issue with Smart IT 1.6 where both the incident and the Request are created but for some reason the relationship doesnt show. You will need to manually search for the REQ number Copy the REQ number then open the Incident Interface form for the incident and add the REQ Number in the SRID field. Then you will see the Relationship in Smart IT.
(This only happened a few times and we couldnt replicate this issue at will so never got to find the root cause, which is why this workaround)