Should record producers in CSM portal generate internal tasks or case first?

[Alex D Great]

So I am about to build the service catalog in csm portal with a mix of items and record producers. And I am wondering about some structural advice regarding record producers. Which scenario below are considered to be the most correct?

Scenario 1: customer create a case in the portal. This case autogenerate the specific task related/scripted (incident, change, request).

Scenario 2: customer create an incident in the portal. This incident autogenerate a case provided to the customer.

Today, I have both but would like to keep the structure clean. And since requests create items and request, which again autogenerate a case for the customer, I believe the best option to be scenario 2, but I am not sure of the consequences of this so any advice is highly appreciated.

Added information: we are a multi service provider, dealing with both it technicians as well as end users.

[suvro]

Scenario 1 fits the best. As it is not like that whatever customer wants can be categorized as a incident.

Case is very generic as the first thing should be. Later we can categorize it as Incident,or Request or Chnage.

So scenario 1 is the best. ITIL is a framework based on which processes are defined in ServiceNow. Incident, Problem, Change, Request has a specific definition.

Request you to go through the definitions, it will help you get a better picture of how the process should be

[Alex D Great]

Thanks for your reply Suvro. I am familiar with itil, case is not a part of itil as far as I am aware? 

Anyway, with regards to the catalog item created, it will always generate a request before a case, which means scenario 1 is not applied ootb solution?

As with "Later we can categorize it as Incident,or Request or Chnage", in an automation sense, doenst it make it very much harder?

[suvro]

Ideally, create a Request or Case initially depends on the module you are using in ITSM case does not comes into picture. It is always request

Case comes into picture when HR and CSM applications are used. Workflow is different for ITSM

[Bethea Jason]

Thanks for the information, I will try to figure it out for more.

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