Single Record Producer to create either Incident or RITM based on user selection in the form

[sathish639]

Hi,

We have a requirement to create a single record producer from which it should create either an Incident or a RITM based on the variables selected by the user in the user facing form. Please let me know how to do it.

Any quick help is much appreciated as we have a very tight deadline. Thanks a lot in advance!

[Mark Roethof]

Hi there,

By default you would select a table for a record to create through the Record Producer. Though, you could think of an alternative using the script field. Using the script field to define your if statement for Incident or RITM (and for inserting RITM using the API in your script), and aborting the actual insert of the Record Producer. 

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[sathish639]

Hi Mark,

Thanks for your response! Let's say we define the record producer for Incident table. As you mentioned. via script when we abort the Incident insert (to create a RITM), won't it display some kind of error message (for abort action) to user and it might look bad in user experience perspective right?

[Mark Roethof]

I would think you need to additionally script your redirect to the generated record, or to an overview. So an abort error is not the concern here.

You might want to reconsider the requirement. You did mention you are on a tight deadline. Is this realistic to achieve on short notice? I mean there's more to it, scripted you would need to do a lot in case it's an Incident or in case it's a Requested Item.

Also, who is going to maintain this? Will others understand what you've set up, can they build on it, etcetera.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[sathish639]

I would like to discuss the easiest and best possible solution. I noticed in one of the communities about creating a custom table and tagging this record producer to that custom table. Then we can have a business rule that runs on the custom table and create an Incident or a RITM accordingly based on the condition.

I find this solution to be simple and best one. But I would like to know if there is any license implications if we create custom tables?

What do you think about this approach? You inputs are much appreciated..