How to create incident when a service catalog item is submitted

[Tom L Logan]

Hello, I configured a new Service Catalog item.  On submit, I would like to create an incident instead of a request.  How do I achieve this.   For now, the submit button is creating a request.  Need to change that behavior.  Thanks for your assistance.

[Audrey Deruere]

Hi Tom,

Instead of a catalog item you need a "record producer", go to Service Catalog > Catalog Definitions > Record producer. If you filter the list with <table> is <incident>, you have a OOB record producer but you can also create your own.

To configure a new record producer  :

- choose the target table

- the script part is launch after the record producer is submitted, in this part you can set some fields that are not part of the form of the record producer

- configure your variable. it's similar to a catalog item but you can also "map" directly your variable with a field of the target record. For exemple a variable "short description" can be map to the "short description" field of the record incident.

Here the official documentation of ServiceNow : https://docs.servicenow.com/bundle/newyork-it-service-management/page/product/service-catalog-manage...

Regards,

Audrey

[Mike329]

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