Generic Request form

[nlaskey]

We have a very immature ServiceCatalog, but we wish to let the ServiceDesk transition INC records into Requests that may take longer to fulfill or resolve - Is there any risk to developing a generic request form that the INC data would waterfall to and let the ServiceDesk assign those requests that are not BREAK/FIX type items?

[Hemanth M1]

Hi basket, Yes you can make use of create request ui action available on the incident form If servicedesk feels it's a request..they can click and create a request. We can also control which catalog item to select and copy filed from incident to request if needed. Please mark if this answered your question /Hemanth

[nlaskey]

Thank you - that is my point. We do not yet have a well defined set of catalog items for the service desk to choose from when making the REQ. Is there any issue to creating a generic REQ that is not attached to any specific catalog item? We want them to be able to assign to others in the organization - thanks

[Hemanth M1]

Yes, no issues you can, but It's always a best practice to create request being associated to a catalog item. You can create a simple catalog item "other/general service request" and service desk make use of it. You can also control you can view this catalog item as well ....please explore catalog user criteria in Servicenow /Hemanth

[nlaskey]

Thank  you