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I am not sure if you are using the ootb web service or your custom web svc.
There are many approaches to achieve this.
1) You may have to customize the interface form to add if contact does not exist it should create the customer and make sure required information for creating the contact are there.
2) First call web svc to check the contact if exist and get the information if not create and then kick off the incident creation web service.
I am sure experts will share the knowledge and best suggest you the better approach.
I am trying to use the OOB one only but in the input mapping i am not having some of the fields like Vendor ticket number..etc
So i am supposed to use the custom one only.
Also we are getting few details from the customer like field A,B,C.....& with that we need to create incident only.
In input mapping of this Web service you are asking for user ID only correct ? and you need to found the people record in people form so that it can push the contact information of that user inside that ticket ? if yes then you can create a custom filter so that it can validate whether a user is present inside remedy or not if it exists then it will push the details into ticket else it will throw an error.