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

[Tanushree Maiti]

Hi @anab66 

In Servicenow , bundling a group of services together under a single request is best achieved using an Order Guide which is part of Catalog item.

Now coming to your Question, yes - we can created incident using Record Producer ( part of catalog item).

To create record producer ,you need to navigate  Service Catalog > Catalog Definitions > Record Producers >Click New  ( you can use catalog builder as well)

Refer ServiceNow Documentation: Create a record producer to log incidents 

[Valdinei da Rib]

Good question