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.

[Dr Atul G- LNG]

Hi @Community Alums 

As a BPC and Platform Owner, I would never recommend this approach. It is a direct violation of system design principles, and creating or granting additional space to users can negatively impact the system.

Instead, you should create a Record Producer to raise an incident and a dedicated Request Item from the Request, as request items follow a standard format. Each request item can have a different set of variables and flows.

Therefore, do not give users an option to select via a dropdown. Instead, provide two separate tiles for the same purpose. This is why ServiceNow did not introduce this feature as a dropdown option and instead recommends using two specific items—one for Incident and one for Request.