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);

[Raghav Sharma24]

@PK14 You do not have to insert anything into req/REITM or sc_task table that is automatically handled by servicenow cart API.

Refer : https://www.servicenow.com/docs/bundle/yokohama-api-reference/page/app-store/dev_portal/API_referenc... 

This is a server side code and can be written in record producer script or any other script like BR or script include.