Does "incident" ticket creation in ServiceNow a "service catalog element" ?

[anab66]

Hello,
I am following an e-learning on ServiceNow and was reading the "Service catalog" section.
I learnt that you cas define and design a new service called service element or a groupe of services bundeled together in the service catalog and define forms which has to be filled by the requestor of service and the actions to deliver the requested service (example "onboarding" a new employee).

My question : Can we consider the the "Incident" ticket creation in ServiceNow a "Catalog element" ?

Thank you in advance

[Aditya_hublikar · Accepted solution]

Hello @anab66 ,

No, Incident creation is not considered a Catalog Item by default in ServiceNow.

• Incident: Used to report and resolve issues, such as a laptop not working.

• Catalog Item: Used to request services or products, such as a new laptop or software access.

 you can create a Record producer  like "Report an IT Issue" through which you can create incident through submitting simple form on portal side .

Types of catalog item in Servicenow :

https://www.servicenow.com/docs/r/servicenow-platform/service-catalog/r_ExtendedCatalogItemFunctions...

If this helps you then mark it as helpful and accept as solution.

Regards,
Aditya

[yashkamde]

Hello  @anab66 ,

Yes, from an end-user perspective, an Incident ticket form can be presented as a Catalog element inside the ServiceNow Service Catalog. However, under the hood, ServiceNow handles it using a distinct entity called a Record Producer.

To your end users, everything looks like a cohesive catalog menu. They search the portal, see an option like "Report an IT Outage" or "Fix my Broken Laptop," fill out a customized form, and press submit.

However, ServiceNow treats them differently behind the scenes:

• Service Requests (Catalog Items): Used when someone wants something new (like "I want a new laptop").
• Incidents (Record Producers): Used when something is broken (like "My laptop won't turn on").

If my response helped mark as helpful and accept the solution.

[Aditya_hublikar · Accepted solution]

Hello @anab66 ,

No, Incident creation is not considered a Catalog Item by default in ServiceNow.

• Incident: Used to report and resolve issues, such as a laptop not working.

• Catalog Item: Used to request services or products, such as a new laptop or software access.

 you can create a Record producer  like "Report an IT Issue" through which you can create incident through submitting simple form on portal side .

Types of catalog item in Servicenow :

https://www.servicenow.com/docs/r/servicenow-platform/service-catalog/r_ExtendedCatalogItemFunctions...

If this helps you then mark it as helpful and accept as solution.

Regards,
Aditya

[anab66]

Hello,

So creating incident ticket is a function apart, but you can alternatively create a "Record producers" as a catalog element which does the same thing and behind the scenes calls the "incident ticket creation" function. Is my understanding correct ?  If yes, I suppose the main reason would be to simplify the ticket creating task ? Is that so ?

Another question : can we categorize the  "onboarding of a new employee" catalog element as in the "Order guides" category ?

Thank you in advance

[Dr Atul - LNG · Accepted solution]

Hi @anab66 

Yes, technically these are two different terms. However, if you look at the backend, the Incident is created using a Record Producer, which is available on the Portal.

From the end-user perspective, it behaves like a Catalog Item, because users select it from the catalog to raise an Incident. So, from a user perspective, we can refer to it as a Catalog Item.

However, on the ServiceNow backend, it is technically a Record Producer that creates an Incident record.