We currently have a need that can be best described as "One Service Request needs another one created or One Service Request needs an Incident created as part of the workflow process"
Service Request Needs Service Request
We have one request dedicated to a specific service (Firewall Requests), but they are also needed in conjunction with other requests for say servers or sql databases.
In the workflow we just state "Please open a firewall request from the Service Catalog" but we were hoping to somehow loop in that other request to be created alongside the initial one.
Service Request Needs Incident
We have an automation that will create a new record if we comment on a Service Request that it should be an incident. We have different SLAs attached to BreakFix vs. Request. It creates the new record and closes the Service Request as part of the automation.
However, we would like to create a Service Request that would act as an Intake form for the Requester. For Example: Password Resets/Account Lockouts.
They submit, choosing the affected system they are locked out of, or need a password request for.
A Condition Set Routing table looks at "Which system is affected?" from the process fields and determines next steps.
The ask would be to include the option of "Create Record" from the workflow process, or at least enable the dropbox email address feature to email a ticket in to be created, using the Cat/Subcat to assign ownership. and then resolving the original Intake Request.
