Use a record producer to help a user decide what kind of ticket they need to submit.

[Jessica_Lace]

We currently have a record producer tied to the incident table that asks the end user a series of questions to determine what type of ticket they need to submit. If it is determined through the questions that they don't need an incident we provide a link to a different catalog item or record producer related to the correct table. This process is not very user friendly.

What is the best practice for guiding a user on what kind of ticket they need to submit?

[Shashank_Jain]

@Jessica_Lace ,

Organize catalog items/record producers into clear categories (e.g., Report an Issue, Request Access, Get Help with Applications).

Leverage Virtual Agent (if available) to ask clarifying questions and automatically route the user to the correct option.

Add clear descriptions/help text to each item to reduce misrouted tickets.

Educate end users: provide quick training or portal tips explaining when to use a record producer (for creating incidents/issues) vs. a catalog item (for requests/services).

Optionally, use portal announcements, tooltips, or guided tours to reinforce this understanding right in the user interface.