Create an incident from catalog item

[keepintouch_kir]

We have a catalog item which has variables like below 

1) Category

2) Sub category

3) Type ( Incident / Service request)

Based on Category & Sub category, type is decided If type is incident, I need to create an incident when the catalog item is submitted. If the type is service request, i need to follow the normal SR.

I am facing issues while creating incident on submission of service request. We do not use cart (add to cart is disabled). So when the item is submitted, how to i stop REQ creation & log incident?

[Ashutosh Munot1]

Hi,

OOB when ever we use Catalog item it will create a REQ.

If you want to create incident you can use Record Producers for it.

Thanks,

Ashutosh Munot

[Nitin15]

As very well explained by Ashutosh record producer should be used for creating incidents. But still if your requirement is such that you must create either an incident or a request using the same item; you can make use of on-submit client script that will abort creation of SR, create an incident and maybe redirect to the newly created incident record. 

[keepintouch_kir]

Hi Nitin,

Yes we cannot use record producers here , could you please explain how will on submit client script abort the creation of SR? We are not using cart functionality in our system, hence i am not sure how to stop SR creation.

Warm Regards,

Kiranmai

[Nitin15]

Use this approach. I will suggest you use script include for generating incidents.