Catalog Builder and Record Producers: how to NOT generate a RITM when record producer is used

[tahnalos]

We have a bunch of Catalog Items created through the Catalog Builder and they work well for us however, we have one issue that we need to resolve.

All of these Catalog Items have options to generate task tickets for our teams to work on.  However, these catalog items also include an option to "Request Help from IT Team", these are meant to be incident tickets to be assigned to our support team.  Right now, our application is generating the Request Item entry, then generates the incident using a Record Producer, then closes the Request Item after the incident is created.  Of course if this isn't a request for IT help, a Catalog task is created and assigned to the appropriate group and the Request Item remains open.

The Business has just informed us that that they do not like this particular approach with regards to requesting help from the IT Team.  They are asking if it is possible to trigger the incident without generating the Request Item Entry.  However, our current Service Catalog Flow Design requires a Request Item to be created before the incident is created.

Is there any way to modify the flow so that the Request Item is not created and processing sent to the Record producer instead?

[Tushar]

Hi @tahnalos 

You can use the event to listen for the creation of a Request Item.

When the Request Item is created, you can check the value of the u_request_type field to see if the Request Item is for IT help.

If the Request Item is for IT help, you can then call the createRecord() function to create an incident.

You can also close the Request Item, if needed.

refer below to modify the flow:

onRequestItemCreated = function(requestItem) {
  // Check if the Request Item is for IT help
  if (requestItem.getFieldValue('u_request_type') === 'IT Help') {
    // Create an incident
    var incident = new sys.Incident();
    incident.setFieldValue('short_description', 'IT Help Request');
    incident.setFieldValue('assignment_group', 'IT Support');
    incident.create();

    // Close the Request Item
    requestItem.close();
  }
};

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Regards,
Tushar

[tahnalos]

You're missing the ask: we do not want a Request Item to be created at all.  The business is concerned about the use of "waste records" and do not like the idea of closing the Request Item after the incident ticket is created.  The objective is to find a way to generate the Incident through Flow Designer WITHOUT generating the Request Item.

[Rosemary4]

how did you go with this @tahnalos? have you tried asking ServiceNow via the support channels what their stance on this is?