How to create an Incident/RITM through a Catalog Item

[avikdg]

Hi All,

I have a new requirement where I have an existing Catalog Item and some choice field variables . Depending on the value of the variable

choice I would need to create an Incident or RITM .

Eg - if Choice is 'Choice a' Raise Incident else Raise RITM .

As per the requirement this condition should not be added in workflow .

Please let me know what should be the possible solution .

Thanks in Advance

Avik

[Ankur Bawiskar]

Hi Avik,

If you don't want this in the workflow then have a business rule on sc_req_item table so that it triggers once that catalog item is submitted.

Business rue: after insert check the field value and accordingly create RITM or Incident.

But the variable based on which you will be deciding is a table field or catalog variable?

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks

Ankur

[avikdg]

Hi Ankur,

The variable is a catalog variable .

Thanks

Avik

[Ankur Bawiskar]

Hi Avik,

So if the variable is catalog variable have following script in business rule:

Business Rule:

if(current.variables.<variableName> == 'some value'){

// do something

}

else{

// do some other thing

}

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks

Ankur

[Teri Bobst]

Hello Avik, the easiest way to create an Incident from a catalog item is to use a Record Producer. A Record Producer simply inserts a record into a table, using the values you choose in catalog variables to populate the fields of the record.

You can read more about Record Producers here: Record Producer

Hope this helps,

Teri