How to Create INC or REQ based on user selection

[Community Alums]

Hi All,

I have a requirement to create INC or REQ based on the user selection on the form from the service portal.

for example there is field on the form called "Type" having 1) INC  2) REQ options.

1)if user select INC , incident should create instead of REQ or RITM.

2)if user selects REQ , request should create ,

either one need to create.

Thanks.

[Ajay_Chavan]

hey @Community Alums  - i have not tested this approach but i would try somthing like this -
Solution Architecture :
Order Guide - Main entry point with Type selection variable
Record Producer - Creates Incident (when Type = Incident)
Catalog Item - Creates Request/RITM (when Type = Request)
Rule Base - Conditionally shows items based on variable
Let me know if helps

Also refer:
Order Guides: https://docs.servicenow.com/bundle/yokohama-servicenow-platform/page/product/service-catalog-managem...

Rule Base: https://docs.servicenow.com/bundle/yokohama-servicenow-platform/page/product/service-catalog-managem...

Record Producers: https://docs.servicenow.com/bundle/yokohama-servicenow-platform/page/product/service-catalog-managem...

Service Portal Limitation: https://community.servicenow.com/community?id=community_question&sys_id=a7050726db3ebf441cd8a345ca96...

[Matthew_13]

Yep, you can do that; but the clean answer depends on what you mean by “REQ.”

A catalog item is designed to create a REQ/RITM every time. So if you try to make one catalog item sometimes create an Incident, you end up fighting the platform and writing brittle scripts.

The two common ways people solve this are:

My Recommendations (best/cleanest): split the intake

• If user picks INC → send them to an “Report an Incident” form (record producer or incident item)

• If user picks REQ → send them to the normal catalog item
  This is the most upgrade-safe approach.

@Community Alums - Please mark Accepted Solution and Thumbs Up if you find Helpful!!

[Ankur Bawiskar]

@Community Alums 

My thoughts

• That’s not how end users create REQs or INCs.
  This does not appear to be a valid business requirement, and I’ve never encountered such a case.
• For INC, end users raise incidents through the Record Producer on the portal.
  For REQ, end users submit fulfillment requests using the Catalog Items available on the portal.
• Please ensure your end users are trained on the platform’s OOTB behavior and processes so their experience is smoother.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@Community Alums 

Hope you are doing good.

Did my reply answer your question?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏