Which variables to show on Incident record producer considering CSDM?

[Suggy]

Hello.... 

I wanted to know what all fields/variables are you showing up on the incident record producer, considering CSDM?

We thought of showing up the Service offerings, but the list is huge. 

Few say display the list of all Applications because that is what the end users know (My MS teams not working, Zoom not working etc)

So few users said not to configure anything, just configure description and short description and let Service desk handle by filling the rest.

Please do share what all variables have you configured on the INC record producer? Looking forward to hear from you.

Thanks in advance!!!

[Suggy]

Anyone?

[Suggy]

Anyone?

[Suggy]

So no one has configured INC record producer aligning to CSDM?

[CFrandsen]

As requested, I'll try to provide some of my thoughts on the above question 😉 
There are 2-3 approaches as you are onto yourself. 

1) Catch-All Record Producer relying completely on unstructured data collection in a "Short Description, Description" "user-friendly" approach. Hoping that your ServiceDesk is trained in the art of deduction; Sherlock Holmes style... 

2) Generic Record Producer, which would be the simplest type; Mostly for organizations early in their maturity journey where structured data collection is less critical. This however results in a (potentially) Long uncontrolled reference lists (e.g., Affected CI with thousands of options). This would again require less of your end-users, but rely on the Sherlock Holmes deduction skills of ServiceDesk; served with the first input from "watson" 😉
This will eventually lead to PMR (Poor Mean To Resolution) and degraded reporting.

3) The 3rd and my prefered approach.... Purpose-built Record Producers!
A step up in maturity, at a very low "additional cost" for your end-users. 

I would favor purpose-built record producers aligned to service domains (Software, Hardware, Business Applications, etc.), especially when your CMDB is aligned with CSDM 4.0.

This approach:

• Simplifies user experience

• Improves data quality (properly associates incidents to Application Services, Business Applications, or Technical Services)

• Supports better reporting, automation, and assignment

• Scales well with Service Portfolio growth

Always prioritize structured data capture that ties incidents directly to CSDM entities — your downstream reporting and automation will thank you.

Hope this "non-answer" gives you an idea on how to proceed in your organization.