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,

So then what is the flow doing? Now that the item is being ordered, can you explain the flow that's been setup?

[NFGDom]

Hi Allen!

So all of our flows follow this basic format and then we customize each one from there. Between items 3 & 4 is where we add in any additional logic.

Going back to my example above with the data gathering, here is each step and the information within.

Trigger:

Get Catalog Variables:

Update Request Record:

Set the stage and create the first (and only in this case) Catalog Task:

Call an action to check to see if all tasks are closed or not. ITIL users have the ability to create new tasks on the RITM if they need too outside of the flow.

Lastly we check the number returned from the action. If it is 0 we set the stage to completed. If not, we finish a flow then a scheduled job runs every half hour to look for RITMs that need their stage set to completed. 

Let me know if I can answer any questions or provide anything else.

Thanks!

Dom

[NFGDom · Accepted solution]

It turned out after much more digging the option "Use Cart Layout" under "Cart Settings" for the catalog item needs to be set to true. If it is set to false this will stop the catalog item from having its parent field filled in when it from an incident.

https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/task/create-request-from-incident.html

[Allen Andreas]

Hi,

Thanks for the update. Also good to know that by default that is set to true, so you customized this on specific catalog items, thus it can cause this issue.

Thanks!

[OleksiyK]

How for god's sake you were able to find it out!?

Oh man, thank you so much, you saved me weeks of research! Owe you a beer once you are in Switzerland 🙂