Good practice of requesting incident via Service Catalog

[mitzaka]

Hi SNC,

A dilemma here - what's a better approach if I want to give people the ability to submit incidents via the Service Catalog. From a tool's best practice and ease of use perspective:

1. Have a catalog item with variables to capture questions and a workflow behind, based on Requested Item table, which generates a related Catalog Task to the assigned group. Then decide if that is really an incident and convert the Catalog Task to an Incident.

2. Have a record producer with variables to capture questions. Use an incident template and directly create incident, which the first line of support could convert to Service Request (RITM) if the submission is not really an incident.

I guess that's an implementation question of design. We currently have option 1 in place, but I am wondering if we should simplify it. Are there any downsides to option 2?

Thanks in advance and will be glad to hear how some of you have this implemented.

[Kalaiarasan Pus]

We have option 2 implemented at our end.

It is just a business preference and what they really want .. It don't see anything wrong in both the approaches... With that being said , I would always go for option 2

[mitzaka]

So all the work notes around incident troubleshooting directly go in the incident form, is that how you do it? And communicate to the users the Incident IDs directly for reference?

This is what I am thinking to switching to, because option 1 is a little too much maybe and is confusing( using RITM for Incident). Thank you for this answer, it was good to hear some real examples.

[Kalaiarasan Pus]

yes all the updates are through incident work notes.... And even if the request is required for the incident , the work notes of request are copied to incident .. this makes sure user doesn't need to run at multiple places to keep track ....

[mitzaka]

And are you using incident template when you create the incidents? I suppose you have some questions/variables that you ask. I wonder if I could transfer these into the newly created incident record form fields like short description, description, ci, etc.

And one more thing if you've come upon it - what's up with the Icon of the record producer? It does not show as the other icons of the catalog items.