Create INC instead of Request based on request form selections

[cgedney]

Hello all, 

This is a strange one. I have been asked to create a Service Catalog Request. And if the user selects Troubleshooting from the Select Box on the form, to have it generate an Incident from the form data. Here's the scenario:
I have 2 Select Boxes (Request Type and Product Type). If the user selects Troubleshoot Existing Data from the Request Type, they want the form to generate an Incident (i.e., Record Producer) instead of a Service Catalog.

My idea was to create the incident in the Workflow, and then destroy the REQ and RITM. Any better ideas?

Thanks, Charles

[AshishKM]

Hi @cgedney , 

This is simple one, you need one Catalog item with select box and one record producer for incident, if there are more request types.

You can change(redirect) the form when user select the "Troubleshoot Existing Data" and display the record producer for incident creation.

Let me know if that server the purpose.

-Thanks,

AshishKM

[cgedney]

I ran that by them originally, but they didn't want the user to start filling out the request and then get directed to an incident and have to fill that out as well. I told them I could transfer most of the data from the request to the incident, but that is not how they wanted it to work.

[AshishKM · Accepted solution]

Then you can create an order guide and on first page based on Request Type selection ... show the next page and every one happy. 

[cgedney]

Excellent idea AshishKM. Didn't think about Order Guides. We don't use them much here.