Suggestions on tracking if a ticket was submitted through a form on the Service Catalog

[Ben124]

Our Service Catalog has forms for INC tickets, REQ tickets, STRY tickets, etc.  I'm unsure where to begin here, so I am hoping for suggestions on how to begin tracking whether or not a ticket (of any type, really) came from the Service Catalog or was self-submitted through the back end by a fulfiller.  If submitted through the Service Catalog, I'd need to know which form was used.  I can't just use the category/subcategory/ci fields because there may be different forms that track to the same categorization, and also they could have been picked manually on the back end.

So, I imagine I need a new field on each form that tracks something like "Form submitted through Service Catalog (Yes/No)".  Beyond that, what is the best way to get that box checked (i.e., catalog client script?  business rule?)?  Also, what is the best way to then track the name of the form used from the Service Catalog for submission (assuming the checkbox was checked)?

Thank you for your suggestions!

[OlaN · Accepted solution]

Hi,

Are these records created by a record producer in the service portal?

If so, you could look into the table sc_item_produced_record which stores all records created by a record producer.

[Ben124]

They are created by using record producers and by using catalog items from the maintain items module.  It depends on the particular form on the catalog.