Submit 2 tickets from 1 form

[AngelP83]

Hello everyone,

Is this possible and is it easier than I am thinking? We have a form to submit INC tickets, but sometimes our technicians need to submit 2 tickets one for their calls INC and the other one for Lost or Stolen items that goes to the SIR table.  So, I was wondering if I add a category that says LOST STOLEN, the lost stolen TAB will open add asking for more information, and when the technician clicks SUBMIT, it will generate 2 tickets an INC and a SIR.

Some information will be the same for example the Short and Description will be the same in INC and SIR..

Is this possible? or is it hard to develop? any advise on where I should start?  Should I create a workflow that says.. IF LOST STOLEN TRUE.. Create a new task?

Thank you

[Rahul Kumar17 · Accepted solution]

Hi,

Yes, it is possible to create two tickets - one for INC and the other for Lost or Stolen items that goes to the SIR table - based on the category selected in the form.

One way to achieve this is by using a Business Rule in ServiceNow. You can write a Business Rule to trigger when a new record is inserted in the INC table, and check the category selected. If the category is "Lost Stolen", you can then create a new record in the SIR table with the same information as the INC record.

Below high-level overview of how you could implement this:

1. Create a new field in the INC table called "Category". This field should be a choice field with options such as "Lost Stolen", "Hardware Issue", "Software Issue", etc.

2. Create a new Business Rule in ServiceNow that triggers when a new record is inserted into the INC table.

3. In the Business Rule, check the value of the "Category" field. If it is "Lost Stolen", create a new record in the SIR table with the same information as the INC record. You can use GlideRecord to insert a new record into the SIR table.

4. You can use a workflow to generate the INC and SIR tickets. The workflow can be triggered based on the category selected in the form. The workflow can then create two tasks - one in the INC table and one in the SIR table.

5. You can also use a Script Include to reuse code across multiple Business Rules and workflows.

I would recommend breaking this down into smaller pieces and tackling each piece one by one. Start with creating a new field in the INC table and then move on to creating a Business Rule.

Thanks,

Rahul Kumar

[Ankit Rawat]

Hi @AngelP83 ,

Yes it is possible , you can use flow / workflow. And when lost stolen is True create new record in new table.

Regards

Ankit 

[AngelP83]

Thank you both!