Change 'create request' button to direct to the sc_req form instead of the catalog

[joshmorris]

So currently on an interaction record when you click on 'create a request' it takes you to the service catalog to order something. Which I want to change.

However I want this that when clicked it takes you to the sc_request form to fill in and submit a request. Similar to how it works for when you click 'create incident' when it takes you to the incident form and then you fill in and submit. Is this possible to do?

[Rohit Singh · Accepted solution]

Hi @joshmorris 

Creating a request from sc_request Form view is not a best practice. A request should always be created from the Service Portal. 

Reason when you create a request from sc_request Form view it will not give you set of variables (Questions) which is different for each Catalog Item. Even it is recommended and being followed for all the users who have access to the sc_request form view and not just only Service Portal. That's why OOB it is taking you to Service Portal.

However in case of Create Incident and Create Change Request UI action the fields of an incident remains same and does not depend upon any type of incident.

If my response helped, please mark it helpful and accept the solution so that it benefits future readers.

Regards,
Rohit