Case creation instead of RITM

[ShriramS]

Hi,
We have a catalog item in our Service Catalog with a field that has four options.

The requirement is:
Only when one specific option is selected, it should create a Case instead of an RITM.
If any of the other options are selected, it should follow the normal flow and create an RITM.

Is this possible?
Can we stop or bypass RITM creation for that one option, or is there an alternative approach to achieve this?

Thanks!

[Siddhesh Jadhav]

Hi @ShriramS ,

Technically, you can write a Business Rule on the Requested Item (sc_req_item) or Request (sc_request) table and call current.setAbortAction(true).
However, this approach is not supported and not recommended in ServiceNow.

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Why this approach is not recommended

The Service Catalog engine is designed so that RITM creation is mandatory. Aborting it via a Business Rule can cause multiple issues:

• Breaks the Service Catalog transaction lifecycle

• Can cause inconsistent request states

• Approval workflows may fail or get stuck

• SLAs may not attach correctly

• Reporting and auditing become unreliable

• High risk during upgrades and patches

In short, using setAbortAction() to stop RITM creation is unsupported behavior and may lead to unpredictable results.

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Supported and recommended approach

The correct pattern is:

• Allow the RITM to be created normally

• Use Flow Designer or a Business Rule to:

  • Check the selected variable value

  • Create a Case when the specific option is selected

  • Optionally auto-close the RITM or mark it as “Handled via Case”

  • Link the Case back to the RITM for traceability

This keeps the platform behavior intact and avoids side effects.

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When to consider redesign

If the “Case path” is fundamentally different:

• Create a separate catalog item that always routes to Case creation

• Or use clear catalog choices to guide users to the correct intake

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Final recommendation

• Do not abort RITM creation using Business Rules

• Use the catalog as an intake mechanism

• Route execution to RITM or Case based on business logic

This aligns with ServiceNow best practices and ensures long-term stability.

Thanks & Regards,
Siddhesh Jadhav

If this answers your question, please mark the response as Accepted and Helpful.

[Ankur Bawiskar]

@ShriramS 

that's not a recommended or ideal way to create Case

Case always get created by agent from CSM workspace or by customer/contact from CSM portal

Please stick to the OOTB framework and keep Case and RITM separate.

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