Universal Request Services Usage/Setup Help

[Andy Silva]

I am hoping the community can help with what can be a common scenario for an organization. Universal Request and its functionality seem like it should be the answer, but it feels like it blocks intuitive usage and negates efficiency in some scenarios.

My example

I have configured my instance to create a UR for catalog items. I have a Request for users to be get a software entitlement. Sometimes however users get confused/impatient and request help with the software through that form.  Instead of just canceling the request and telling the user to submit an incident, I want to take advantage of UR and transfer that RITM into an INC.  In some instances, I want to send it to the Service Desk for general how-to support and in other instances I want to send it to Field Services for deskside support.

My challenge

I would expect to create a Service Set for "IT Support" and then a Service for "Service Desk" and one for "Field Services."  The key difference between the two being the Assignment Group so I could use a common mapping configuration and the template to set the group. However, OOB there is a business rule, "Unique Configuration for a table" that prevents creating more than one service for the incident table.

You can disable the BR and it does not (on the surface) seem to cause any harm to achieve the goal of the example I presented. My concern is that the BR must exist for a reason and so I am wondering if there is a 'more proper' way to achieve this.

Thank you for your time and consideration.

[velvet]

I have the same issue.

[Julie21]

I have the same issue, too. Did you find a solution, @Andy Silva?