How do you fill in the parent field on a Request when it is created from an Incident?

[NFGDom]

We've setup some new Catalog Items that use the flow designer. When I tested creating one of our new Catalog Items from an incident the parent field on the request is not filled in with the incident number. However when I test this with a Catalog Item that uses the workflow it works as expected. The only difference I see is the use of the Flow Designer over the Workflow.

I also verified in our instance to make sure the Request Parent Mapping is populated for incident.

Any thoughts on how we could fix this?

Thanks in advance!

Dom

[Allen Andreas]

Hi,

There may be something in the flow process that is overriding this, but out of box, this request parent configuration from Incident to Request is already available and setup.

You may want to evaluate if there is any setValue type actions going on that's overriding the default that's there. You may want to check the audit history for the request record and see if it was actually there, but just getting cleared out through flow, perhaps. So, check both the flow and the history of the request record to see if there's any adjustment going on.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[NFGDom]

Hi Allen, thank you for the response!

It doesn't look like we keep audit history on the parent field.

Checking out Flow in Flow Designer the only fields we update are the following:

The Catalog Item is a custom field, but outside of that we are not doing anything crazy. Do you think it could be just the fact that we're updating the request record?

Thanks!

Dom

[Allen Andreas]

Hi,

the Audit would be on the entire table, which is enabled out of box, if parent isn't showing then it just means it wasn't touched yet. So that at least confirms that the parent field wasn't set and then reset to something else.

So the way the parent request mapping configuration works is that in the URL there is a parameter passed with this information and that parent mapping that's setup out of box takes that and places it where it needs to go (in the parent field). You'll see this if you use the UI Action "Create Request" from the incident, once the catalogs show up, take a quick look at your URL and you'll see the parent table and parent record sys_id noted up there. That's what is then passed to your request and mapped per your parent mapping config.

See documentation here: https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-catalog-managem...

Your action is set to update the record, not create it, so the request mapping is only executed on creation.

I'm not fully sure how this catalog item is being ordered. If you don't mind, can you give a better explanation of what exactly is going on here?

Are you using the "Create request" UI Action from the incident, then locating the respective catalog item and choosing that and filling it out and ordering it?

Or is this operating in some other way?

Please mark reply as Helpful/Correct, if applicable. Thanks!

[NFGDom]

Hi Allen!

Sure, here is the process I take:

The URL at this point is: /nav_to.do?uri=%2Fcatalogs_home.do%3Fsysparm_view%3Dcatalogs_default%26sysparm_parent_table%3Dincident%26sysparm_parent_sys_id%3Dbca943a11b6aa45041eb2022604bcb8b

/nav_to.do?uri=%2Fcatalog_home.do%3Fv%3D1%26sysparm_catalog%3De0d08b13c3330100c8b837659bba8fb4%26sysparm_catalog_view%3Dcatalog_Service_Catalog%26sysparm_parent_sys_id%3Dbca943a11b6aa45041eb2022604bcb8b%26sysparm_parent_table%3Dincident%26sysparm_view%3Dcatalogs_default

At this step I press Order Now when all the information has been filled in. - /nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D6b16d5c71bc4a0100ba30dc2cd4bcbad%26sysparm_link_parent%3D90f6afba4f6463002445fdb28110c714%26sysparm_catalog%3De0d08b13c3330100c8b837659bba8fb4%26sysparm_catalog_view%3Dcatalog_Service_Catalog%26sysparm_parent_sys_id%3Dbca943a11b6aa45041eb2022604bcb8b%26sysparm_parent_table%3Dincident%26sysparm_view%3Dcatalogs_default

Let me know if I can provide any more information to help.

Thanks!

Dom