Can we conditionally create either an Incident or a Request from a single Catalog Item?

[jibraankareem08]

I want to use a single Service Catalog Item that conditionally creates either an Incident or a Request, based on user input from a select box (e.g., “Is this a break/fix issue?” Yes/No).

We want to confirm the following:

Is it possible to configure a single catalog item to create either an Incident or a Request, based on user input?

If so, is this approach supported or recommended by ServiceNow?

Are there any platform limitations or potential issues we should be aware of in doing this?

I am not using a Record Producer separately for Incident creation because we want to handle both outcomes from a unified catalog interface.

[GlideFather]

Hi @jibraankareem08,

No, Catalog items produce REQ + RITM while Incident and any non-RITM are record producers.

You can however create a record producer on Interaction and from interaction you can create what you want Incident, Change, Problem, Case ....

And the condition Is this a break/fix issue?” Yes/No > would be prerequisite to automate the creation for example by flow designer but that would require more configurations and cannot be achieved from one single form if you are asking for that

[Prasanna_Patil]

Hi @jibraankareem08 i think ues its possible to create it. In catalog item flow may be  we can use if condition

[pavani_paluri]

Hi @jibraankareem08 ,

If you want to go for catalog item only, then for sure an RITM will get created. Based on Is this a break/fix issue?” Yes/No answer in flow you can create an incident and cancel the created RITM and link the incident to cancelled RITM for future reference.

What are your thoughts on redirecting to a record producer on change of Is this a break/fix issue? this variable. This will also work.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P