Order Guide field on Incident records - how to populate?

[tami4]

By default <it seems> when submitting a Catalog Item request that is part of an Order Guide --> The resulting RITM record is populated with the Order Guide field appropriately (with the name of the order guide used for the submission).

However, when submitting an INCIDENT (Record Producer) that is part of an Order Guide, the same does not occur on the  incident record.

Has anyone been successful to populate this via some type of entry in the RP Script or business rule? 

[GopikaP]

Hi @tami4 , this is expected behavior from ServiceNow, as record producers are used to create requests, requested items, incidents etc. Please refer to Chuck Tomasi's reply in - Re: Using Record Producers in Order Guides - ServiceNow Community

[Ankur Bawiskar]

@tami4 

ideally record producers are not orders which should be included in order guide but they are used to generate task based records.

Order guide helps to club all the requests and has REQ RITM for each of your item.

I won't recommend keeping record producer in order guide.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @tami4 

The order guide is primarily used for multiple requests, not for incidents. An incident refers to a service disruption or break, while the order guide is designed to fulfill a number of requests based on user requirements. My recommendation is not to include RP in the order guide.

[tami4]

Some years ago (after the 2016 article referenced...) ServiceNow did enable the ability to include the RPs within order guides - I am not looking for guidance in how to build the order guide.  We use it in an either-or situation - not for bundling.  Seems like no one yet has a useful solution.