Update Incident with responses from associated request

[oluseyiasol]

What is the best approach, if i have a requirement that needs to have an Incident associated with a request, updated with the responses from the submission, in a specific field (Priority Escalation Justification'. 

[Naveen20 · Accepted solution]

Flow Designer is the best approach.

Set up a flow triggered on Record Created for the sc_req_item table, filtered to your specific catalog item. Use the Get Catalog Variables action to pull the submission responses, then use an Update Record action targeting the associated Incident to set the Priority Escalation Justification field by concatenating the relevant variable values using a data pill expression.

[Naveen20 · Accepted solution]

Flow Designer is the best approach.

Set up a flow triggered on Record Created for the sc_req_item table, filtered to your specific catalog item. Use the Get Catalog Variables action to pull the submission responses, then use an Update Record action targeting the associated Incident to set the Priority Escalation Justification field by concatenating the relevant variable values using a data pill expression.

[Tanushree Maiti · Accepted solution]

Hi @oluseyiasol 

You can choose any of the following options:

Option1 : Record Producer (Recommended)
When you use a Record Producer to create an Incident directly, you can automatically map variables to the corresponding fields using producer script.

Option 2: Flow Designer
For more modern setups, leverage ServiceNow Flow Designer to automate the update:

• Add the Get Catalog Variables action to fetch values from the Request or RITM.
• Include an Update Record action for the Incident table.
• Map the required variable by dragging its data pill into the Priority Escalation Justification field.

Option3: After/Insert Business Rule on RITM

If the Incident is generated through a standard Catalog Item, implement an After Insert Business Rule on the sc_req_item table to transfer the values to the related Incident.