Incident or Request from Catalog Item

[booher04]

I have a need to create an incident or a requested item depending on a field choice(select box) on a single catalog item.  If it's Report an Issue selected, we need it to generate an incident and if it's Request an Enhancement we need it to generate a requested item.  I'm not sure if this is even possible first off?  If so, can someone direct me on where to start?  I know we could just create two separate catalog items and use a record producer to create the incident but the requirements from the client are to use 1 item with a choice field.  Any direction would be greatly appreciated.

[Ashutosh Munot1]

Hi,

Try setting task type to incident and RITM as per select of that choice field and table on record producer will be task.

On task table we have task type. But i am not sure if that will appear in RITM or Incident table.

Thanks,
Ashutosh

[booher04]

Hi Ashutosh - our need is to have one catalog item, it will have a choice list(Request Type) with 2 choices(Request Enhancement, Report Issue).  Whichever you choose will decide if that's a RITM or an INC.  If you choose Request Enhancement it will create an RITM and if you select Report an Issue that will create an Incident.  I think an interceptor would work for this if I could figure out how to get it put into a catalog item.

[Brian Lancaster]

I believe you need a record producer to create an incident.  My thought would be to create 3 items. 1 a record producer with the questions needed for an incident 2 a request item with the question needed for the request and the 3rd would be a request the drop drown you mentioned above.  When they choose one of the option you will then redirect to the appropriate record producer or request item.

[booher04]

So I thought about this... would you be able to put an interceptor as a catalog item?  You go to the catalog item and instead of variables and that item you'd get an interceptor asking if you need to request an enhancement or Report an Incident?  Then on that interceptor you can redirect based on what choice is selected?

On your scenario, how would I keep all 3 from being displayed but still allow them to be redirected too?  We use user criteria to show/hide catalog items.  If I was going to go that route, I'd probably just create 2 Catalog items(1 Record Producer and 1 a catalog item).