Issue with ServiceNow Integration via Power Automate – RITM and Task Not Created

[Stephen59]

I have created a Microsoft Form and integrated it with Power Automate to automatically create a request ticket in ServiceNow when a user submits the form. In Power Automate, I’m using the Create Record action to send form responses to ServiceNow via the API. In ServiceNow, I’ve created a catalog item with the same name and fields as the Microsoft Form to simplify field mapping. This catalog item is configured with a workflow that runs on the sc_req_item table and includes a workflow lookup to generate a related Catalog Task (sc_task) when a Requested Item (RITM) is submitted. When I submit the catalog item through the Service Portal, it correctly creates the Request, Requested Item (RITM), and Catalog Task tickets — which is the expected behavior. However, when submitting the Microsoft Form, only the Request ticket is created in ServiceNow, and it immediately goes into a Closed Skipped state. The Requested Item and Catalog Task are not created. How can I ensure that submitting the Microsoft Form triggers the creation of the Request, Requested Item, and associated Catalog Task in the same way it does when submitted through the Service Portal?

[SumanthDosapati]

@Stephen59 

It will not work if you use create a record action and just create a record in sc_request table.

You will have to use a scripted rest api and call that API from power automate. Now within your scripted rest, you can use CartAPI to submit a catalog item request or call a subflow which uses 'Submit a catalog item request' action.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[Stephen59]

Thanks Sumanth,

I am encountering a Data Loss Prevention (DLP) error when using the HTTP connector. I'm not certain if it's related to basic authentication, but I’ll test it using the HTTPS connector to see if that resolves the issue.