create incident and request from the same catalog form

[PK14]

Hi Team,

We have a requirement to streamline the process of ticket creation. The business would like to avoid maintaining multiple forms and instead use a single catalog item/form. Based on the selected "Type of Issue", the system should automatically determine whether to create an Incident or a Request.

For example:
If the issue type is Network & Connectivity, then an Incident should be created.
If the issue type is Administration Documentation, then a Request should be created.

Kindly suggest the best approach to implement this, along with the recommended steps for configuring the creation of both Incident and Request from a single form.

Wrote a record producer code but doesn't create a request record.

(function producerScript(current, producer) {

    var issueType = producer.category;

    // -------- INCIDENT CATEGORIES --------

    var incCategories = [

        'Power & Electrical',

        'Hardware & Infrastructure',

        'Network & Connectivity',

        'Storage & Compute',

        'Monitoring, Telemetry & DCIM',

        'Facilities & Physical Environment',

        'Colocation / Vendor Issues',

        'Change & Human Error',

        'General / Miscellaneous'

    ];

    if (incCategories.indexOf(issueType) > -1) {

        var inc = new GlideRecord('incident');

        inc.initialize();

        inc.short_description = producer.short_description || issueType;

        inc.description = producer.description || "";

        inc.caller_id = gs.getUserID();

        inc.insert();

        action.setRedirectURL(inc);

        gs.addInfoMessage("Incident created for category: " + issueType);

        return;

    }

    // -------- REQUEST CATEGORIES --------

    var reqCategories = [

        'Power & Environmental',

        'Infrastructure & Buildouts',

        'Connectivity & Circuits',

        'Asset & Lifecycle Management'

    ];

    if (reqCategories.indexOf(issueType) > -1) {

        var reqGr = new GlideRecord('sc_request');

        reqGr.initialize();

        reqGr.requested_for = gs.getUserID();

        reqGr.short_description = producer.short_description || issueType;

        var reqSysId = reqGr.insert();

        var ritm = new GlideRecord('sc_req_item');

        ritm.initialize();

        ritm.request = reqSysId;

        ritm.short_description = producer.short_description || issueType;

        ritm.description = producer.description || "";

        var ritmSysId = ritm.insert();

        action.setRedirectURL(ritm);

        gs.addInfoMessage("Request created for category: " + issueType);

        return;

    }

})(current, producer);

[Rafael Batistot]

Hi @PK14 

Instead of forcing sc_request records manually, use the Record Producer itself as the entry point:

1. Keep a single Record Producer with your Type of Issue choice field.
2. In the Producer Script:
   
• If Incident → create directly in the Incident table (what you already did, this is fine).
• If Request → instead of trying to manually build sc_request, redirect to a Catalog Item that will naturally create the Request / RITM.

This way, you leverage the OOB request creation engine.

[Ankur Bawiskar]

@PK14 

I will still suggest your customer to use separate forms for INC and REQ.

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.

[Ankur Bawiskar]

@PK14 

If you want REQ, RITM to be created then please use CARTJS API and don't use GlideRecord on those tables

Sample like this

try{
	var cart = new sn_sc.CartJS();
	var item =
		{
			'sysparm_id': '0336c34407d0d010540bf2508c1ed096',
			'sysparm_quantity': '1',
			'variables':{
				'user': '7282abf03710200044e0bfc8bcbe5d03',
				'asset': '00a96c0d3790200044e0bfc8bcbe5dc3',
				'multiple_choice': 'Phoenix',
			}};
	var cartDetails = cart.addToCart(item);
	var checkoutInfo = cart.checkoutCart();
	gs.info('Order details' + JSON.stringify(checkoutInfo));
}
catch(ex){
	gs.info('Exception'+ex);
}

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

[Ankur Bawiskar]

@PK14 

Hope you are doing good.

Did my reply answer your question?

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