Create Both Incident and Request Simultaneously When Submitting a Catalog Item

[NikhithaNikki]

I have a requirement where, upon submitting a catalog item, I need to create both an Incident and a Request record at the same time.

Here’s the scenario:

• A user submits a catalog item.
• Based on the submission, I want to:
  • Create an Incident record in the incident table.
  • Create a Request record in the sc_request 
• Both records should be linked to the catalog item submission and contain relevant information from the form.

• Questions:

  • What is the best approach to implement this?
  • Should I use a Flow Designer, Business Rule, or Script Include?
  • How can I ensure both records are created without duplication or timing issues?

[GlideFather]

Hi @NikhithaNikki,

First of all, the easiest way to achieve this requirement will be flow designer - script include must be called and business rule is triggered by conditions on a particular table - so catalog item's submission will trigger a flow and that can be configured even no-code...

BUUUUUUUUUUUT, could you please explain me the motivation why would one create an incident and request at the same time? It doesn't make any sense!

• Incident
  • something is broken and I want it fixed,
    • e.g. I cannot log in, but yesterday it was ok.
  • created - investigated - resolved - closed,
  • can be reopened.
• Request
  • I want something, nothing is necessarily broken
    • e.g. I need a new licence because my new project requires it.
  • Associated Requested Item (always at least one, optionally SCTASKs),
  • Very often with Approval,
  • Closed > Complete, Incomplete, Skipped, Rejected...
    • cannot be reopened.

Can you please tell me a use case when this would be applicable?

INC and REQ have both different usage, scenario and life cycles, they can be used side by side... to resolve an incident you might need to request something and vice versa, but I cannot think of any situation when you need both of the tickets at the same time...

[Nikhil Bajaj9]

Hi @NikhithaNikki ,

It is not possible with Catalog submission as Catalog item will create Request while for incident creation, it should be Order Guide.  As per my understanding you can't club these two in one in normal ways. Better way will be Flow. Once you submitted the catalog - you can go to respective table to see whether records are created or not. 

I fmy answer helepd you, please mark it - solution accepted.

Regards,

Nikhil Bajaj

[kaushal_snow]

Hi @NikhithaNikki ,

Flow Designer is the preferred tool for this scenario due to its low-code nature and seamless integration with catalog items.

** Create a Flow:

Set the trigger to be the submission of the specific catalog item.

Add Actions to Create Records:

1. Create an Incident:

Use the Create Record action and select the Incident table.

Map the necessary fields from the catalog item submission to the Incident fields.

2. Create a Request:

Similarly, use the Create Record action.

Select the Request table and Map the relevant fields accordingly.

>> Link Records: Ensure that both the Incident and Request records are linked to the catalog item submission. This can be achieved by setting the u_catalog_item field on both records to the Sys ID of the catalog item.

>> Test the Flow: Submit the catalog item and verify that both records are created as expected.

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Ankur Bawiskar]

@NikhithaNikki 

What's your actual business requirement?

REQUEST -> Is when someone wants to get some request fulfilled example: raising a new laptop and is part of Service Catalog and is usually done by submitting a catalog item

INC -> Is when someone wants to inform something is broken and is part of Incident management and is usually done via record producer from portal or by an agent from workspace/native.

If my response helped please mark it correct and close the thread so that it benefits future readers.