Best method to check for duplicate requests?

[Ray Ennis]

Too many requesters' are all requesting toner even though their is already an existing request for that very same request.

Presently in our Service Catalog Item (for Toner) we are using the "workflow" for the flow of the request.

I'm unsure if I want to attempt to insert a check as a workflow stop (unsure atm how... but I'll get there) or use the 'new' "Flow Designer" to institute the check outside of the request.

Presently our Printer Supplies catalog item asks the requester to pick the printer (from our cmdb printer names) and I am thinking the check would walk itself over and compare if any other active request is already open with that printer name; and if so then to cancel the new request and send a message to the requester to let them know a request already exists in the system for that printer.

How would you do it?
(actually... do you already implement such a step... has it helped?  lessons learned?)

Thank you,

.Ray

[Uncle Rob]

This sounds to me like the classic disadvantage of the traditional Catalog UX.
Users will simply use the fastest available form (usually incident) to ask for ANYTHING.  This is the fallout for IT's borderline religious fanaticism for heirarchical lists.

The most success I've had in getting people to get the right catalog item is eliminating Catalog Categorization, and switching to a "Search Primary" front page.  You arrive at the page, type a search term, and get appropriate results.  That way its just as easy or EASIER for users to get the appropriate catalog item vs. just hitting that dang "create incident" tile.

[Ray Ennis]

Thanks for the comments Robert.

While we indeed have had/have the problem (as well) that you speak of (random service catalog item chosen, or Incidents for everything) in this particular case they are choosing the correct Service Catalog Item (in this case to get toner replaced), however a request for that very same printer has already been submitted by another employee... hence creating what will be a duplicate request to report toner out for a printer (that already has been reported).

This question in this case... how does everyone address duplicate requests like this?

Research shows this could be accomplished in many ways:

1. Business Rule
2. Flow Designer
3. Workflow 'duplicate request check'
4. Some sort of active 'check' when the Requester is submitting the ticket to show them that an active Request of this type already exists for this printer.

Thank you,
.Ray

[Alex Edmiston1]

Hi Ray -- check out this community article on preventing duplicate service requests:

https://community.servicenow.com/community?id=community_question&sys_id=4d7fbaa9db58dbc01dcaf3231f9619b0