create incident and request from the same catalog form
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‎08-22-2025 12:53 AM
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.
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‎08-22-2025 12:57 AM
Hi @PK14
Instead of forcing sc_request records manually, use the Record Producer itself as the entry point:
- Keep a single Record Producer with your Type of Issue choice field.
- 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.
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‎08-22-2025 01:06 AM
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
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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‎08-22-2025 01:08 AM
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
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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‎08-25-2025 03:52 AM
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.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader