Incident Creation via Business User - Record Producer/Create Incident - Options

[Dimitrios Hatzi]

Hello everyone.

I am trying to wrap my head around the way (best practices) to develop this.

My applications group wants to create a simple form that the business user needs to fill in and subsequently, create an incident. 

I learned that the best practice is to use a record producer. I now understand the difference between catalog item vs. record producer.

However, if I create a record producer to fulfill this, I do not see a way to manipulate the variables in a logic way. For example - If the questions has two options. If I pick option A how can I make this incident assigned to a specific group and alternatively if I pick option B, another assignment group needs to be picked. 

I am not sure how you can integrate logic based on a record producer. I know the flow designer has reference to a record producer but unsure how it works.

On the other hand, using a catalog item, I see the logic by using the create incident action and create the logic through the flow. Someone mentioned to me that this is not the way (catalog item - flow) because there is no need for a request/request item to be created.

I know the above may be confusing and I may not be able to articulate my problem correctly.

If by miracle, someone understand my question, I would be interested to know how you would approach this.

If you have additional questions in regards to this, I will be happy to add more.

Thank you again.

[Brad Bowman · Accepted solution]

Me again.  The Record Producer has a Script field where you can take care of things that you want reflected on the ensuing record (incident) that can't be done with a simple map to field.  So in your scenario your Script would look something like this:

if (producer.variable_name == 'option_a') {
    current.assignment_group = 'sys_id of group';
} else if (producer.variable_name == 'option_b') {
    current.assignment_group = 'sys_id of group';
}

You can find the variable name in the Related List of variables, and if this variable is a select box, be sure to use the choice Value, not the Label.